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...