BPO Supervisor

Job Title – Asst. Manager (BPO Supervisor) (45 Hours Per week)

Job Type - Full-time

Domain - Healthcare & Insurance

Location - NTT Data, Gurgaon

Reporting to - Director / Manager

Role:

Asst. Manager will be responsible for all business delivery & performance as per set SLA parameters of Disability claim process in healthcare & insurance domain. And must understand the business delivery, maintain & publish metrics with multiple stakeholders; brief and deliver all in-house process delivery & requirements, apart from coordinating with onshore partners as and when required.

As a Asst. Manager, you will be the contact point for all team members, and will be responsible for supervising, managing and motivating team members daily basis. You should also be able to act proactively to ensure smooth team operations and effective collaboration.

Purpose of the Post:

The Asst. Manager role is to collaborate with the Director Operation / Manager to lead a core team of staff to process Disability management claims to achieve the defined productivity and quality as per the Service level Agreement by facilitating training, coaching and access to the process.

The post holder will report to and work closely with the Director operation / Manager for the development and delivery of the service. He need to work with the staff team taking lead responsibility for the preparation, implementation and monitoring of all day-to-day activities and communicate to update all the stakeholders of status for the account.

Key Responsibilities

• Ensure that the highest standard of service delivery in terms of productivity and quality as per the defined Service Level Agreement with Client.
• To provide leadership and support to the staff assigned in line with Policies.
• Contribute to the development of strategies for the implementation and improvement of the process.
• Coordinate with staff and ensure that duties, activities, and tasks allocated to staff are carried out efficiently.
• Verify and review all forms and documents of a case for errors, missing information, legibility; and request follow up information as required.
• Performs quality checks on all work to assure the accuracy.
• Will be responsible for maintaining up to date information on relevant databases and the monitoring and auditing of same for the account.
• Display effective and professional communication with internal and external customers.
• Always adhere to all HIPAA and confidentiality policies.
• Delegate tasks and set deadlines.
• Create an inspiring team environment with an open communication culture.
• Oversee day-to-day operation.
• Monitor team performance and report on metrics
• Motivate team members.
• Discover training needs and provide coaching.
• Listen to team members’ feedback and resolve any issues or conflicts.
• Recognize high performance and reward accomplishments.
• Suggest and organize team building activities.

Note: This description is not restrictive, and the post holder may be required to carry out other duties as requested by the Account Director / Manager.

Candidate Profile:

• 3 - 5 years of experience of team handling which includes 20+ members preferably in healthcare processes  Indexing and  Claims Processing.
• Excellent communication, team management, and customer management skills to maintain positive customer relations.
• Excellent analytical skills
• Good knowledge of client-specific process rules and regulatory requirements

Work Timings: Scheduled shifts: Monday - Friday, 9:00 p.m. - 7:00 a.m. IST