Associate Manager

Job Description

Responsibilities:

• Keep Management Updated:
• Relay vital information through timely and accurate reports
• Prepare and present weekly performance summaries to upper management
• Develop and maintain dashboards for real-time data visualization
• Impact the Bottom Line:
• Produce solid and effective strategies based on accurate data analysis
• Identify cost-saving opportunities and efficiency improvements
• Collaborate with other departments to implement revenue-generating initiatives
• Define Sutherland's Reputation:
• Oversee and manage performance and service quality to guarantee client satisfaction
• Provide coaching and feedback to Claims examiners
• Implement and maintain quality assurance programs
• Ensure compliance with industry standards and regulations
• Strengthen Relationships:
• Establish and maintain communication with clients and team members
• Understand client needs, resolve issues, and meet expectations
• Conduct regular client satisfaction surveys and act on feedback
• Organize and lead client meetings and presentations
• Take the Lead:
• Monitor work queues/emails as per defined sample plan and targets
• Report any outages and take necessary action
• Perform root cause analysis (RCA) and implement corrective actions for identified defects
• Drive KPI improvement initiatives across the program
• Focus on meeting Service Level Agreements (SLAs) to ensure client satisfaction
• Achieve company-set goals for shrinkage and attrition
• Motivate self and team for continuous development and improvement
• Operational Excellence:
• Develop and implement standard operating procedures (SOPs)
• Optimize workflow processes to enhance productivity and efficiency
• Conduct regular team meetings to discuss performance, goals, and challenges
• Stay updated on industry trends and best practices
• Team Development:
• Identify training needs and develop training programs for team members
• Mentor and guide junior team members
• Participate in recruitment and onboarding of new team members
• Foster a positive and collaborative work environment
• Data Management and Analysis:
• Ensure accurate data collection and management across all operations
• Conduct in-depth analysis of performance metrics and trends
• Develop actionable insights from data to drive strategic decision-making
• Create and maintain reporting systems for various stakeholders

Qualifications

• Overall Years of Experience and required Skill Sets: Minimum 2-4 years with hands-on experience of team handling with claims adjudication experience
• Proven experience in service delivery management, preferably in healthcare industry
• Strong leadership skills with the ability to motivate and guide team members
• Excellent problem-solving and decision-making abilities
• Be attentive to details and have a keen eye for quality assurance
• Be able to work in a fast-paced environment and manage multiple priorities effectively
• Have good working knowledge in MS Office applications: Word, Excel, & PowerPoint
• Be able to adjust quickly and smoothly to changing priorities and conditions
• Have ability to interpret data, identify trends, and make suggestions for improvements
• Have strong analytical skills; be able to analyze complex data sets and derive actionable insights
• Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner
• Demonstrate proficiency in creating and maintaining performance dashboards
• Experience with quality assurance programs and compliance regulations in the service industry
• Knowledge of customer service best practices and client relationship management
• Familiarity with root cause analysis (RCA) methodologies and process improvement techniques
• Strong project management skills and ability to meet deadlines and Service Level Agreements (SLAs)
• Experience in developing and implementing standard operating procedures (SOPs)

Additional information

•               Process Type (Voice / Non-Voice / Hybrid) Non-Voice
•               Shift Details (Timings & Rotational / Fixed) – 6:30pm to 3:30am IST (Fixed)
•               Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) – Mon-Fri & Sat-Sun (Fixed)
•               Work Model (Work From Home / Work From Office / Hybrid) – Work from office
•               Mandatory Requirements for Internal Applicants -  Claims adjudication process knowledge