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 management teams to...