Job Description

Job Description:

Key Responsibilities includes:

1. Team Leadership & Development

  • Lead, mentor, and manage a team comprising Process Associates and SME.
  • Monitor individual and team performance, offering regular coaching and support to enhance productivity and quality.
  • Foster a positive, motivated, and engaged team environment.

    • 2. Operational Management

  • Ensure consistent adherence to client-defined SLAs, KPIs, and contractual obligations.
  • Manage escalations, resolve client and customer concerns, and address overpayment issues promptly.
  • Conduct regular performance evaluations and monthly one-on-one sessions.
  • Bring hands-on experience in managing process migrations and system conversions.

    • 3. Process Optimization

  • Identify gaps and opportunities for process improvement and efficiency.
  • Collaborate closely with quality, training, and workforce m...

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