Lead II - BPM

UST

Chennai, Tamil Nadu
Permanent
Full-time

23 days ago

Job Description:Role Proficiency:A Voice Lead leads a team of customer support associates to achieve process outcomes meet SLAs and manage client expectations. rnA Data Lead leads a team of process associates to achieve process outcomes meet SLAs and manage client expectations.Outcomes:With the right coaching and supervision a Lead will be able to do the following:

Service Level Agreement (SLAs) specified by the Client in terms of quality productivity and schedule managed to ensure 100% adherence for self as well as team.
Voice: Monitoring live and remote) cases and give effective feedback to close transactions.
Data: Perform QC and QA to ensure process and output quality and give feedback to associates to ensure smooth functioning.
Communicate with clients daily and provide status updates; obtain feedback and act immediately to resolve any issues reported by the client
Track and update process documentation and get sign off from client for closure
Ensure schedule adherence for daily/weekly/monthly reporting to clients
Focus on innovation within the team and processes to increase operational efficiency by automating standard tasks.
Manage the larger team and provide focus and guidance to ensure minimal errors reported

Measures of Outcomes: * 100% Adherence to quality standards process and SLA’s

Number of issues fixed/tasks completed
Number of non-compliance issues with respect to SOP
Zero/No Client Escalations
% of QC and QA scores
RCA and Corrective Action Plans
Daily/weekly performance reporting
Number of high-quality RCA and QA output
Mentors A1 A2 A3 and B1 Associates.
Swift turnaround time for response and resolution
Update SOPs and job aids on a weekly basis
Delegate tasks and set deadlines for the team

Outputs Expected: Production: * Take escalated calls (voice) or manage completion of escalated/complex transactions (data).Adherence: * Manage work intakeallocation and completion in adherence to SLAs. * Thorough understanding of organization and customer defined process. Consult with mentor when in doubt.

Adherence to defined processes.
Adhere to organization’ s policies and business conduct.
Ensure adherence to schedules

Quality: * Responsible for creating quality plans and implementing quality management function.Monitoring: * Responsible for call monitoringcoaching and feedback; responsibility of the delivery of defined customer experience. * Monitors progress of requests for support and ensures users and other interested parties are kept informed.

Responsible for call monitoring

coaching and feedback; responsibility of the delivery of defined customer experience. * Monitors progress of requests for support and ensures users and other interested parties are kept informed.Issue Resolution: * Showcase ownership and resolve problems and issues quickly to avoid related losses and escalations.

Perform resolution exercises and quality calibration with clients and ensure 100% participation.
By means of RCA

huddles
training need analysis
corrective action plans; ensure improvement of quality scores. * Identifiesanalyses and solves the incidents/transactions.
Reporting: * Create reports on specific SLAs/performance measures/KPIsTeam management : * Set expectationsmanage performance of team and individuals. * Provide regular feedback.

Actively participate in team/organization-wide initiatives.
Provide coaching

training and guidance to new team members to engage and build productivity of team. * Recognize high performance and reward accomplishments.

Work closely with team members to solve customer problems.
Understand agent's problems and weaknesses and address these.

Operational Management: * Managing the floor effectively and efficiently with no errors and high productivity.Escalation: * Escalate problems to appropriate individuals/support team based on established guidelines and procedures.Manage knowledge: * Consume project related documentsshare point
libraries and client universities
Release: * Adhere to release management processMentor: * Mentoring and providing guidance to peers and junior associatesCommunication: * Provide status update to the respective stakeholders and within the teamTraining: * On time completion of all mandatory training requirements of organization and customer.

Provide on floor training and one-on- one mentorship for new joiners.
Attends need-based domain/project/technical trainings as needed

Collaboration: * Collaborate with different towers of delivery for quick resolution (within SLA)document learnings for self-reference. * Collaborate with other team members for timely resolution of errors.

Assist new team members to understand the customer environment.

Performance Management: * Update FAST Goals in NorthStartrack
report and seek continuous feedback from peers and manager. Set goals for team members and mentees and provide feedbackSkill Examples: * Customer Focus: Focus on providing a prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met.

Attention to detail to ensure team follows SOPs and does not make unintentional errors
Team Work: Respect others and work well within the team.
Communication: Speak clearly and write in a clear and concise manner. Uses appropriate style and language for communication (Data)
Communication: Speaks in an accent neutral manner or with the accent required for the process with good vocabulary and grammar skills. Writes clearly (Voice)
Analysis and Decision Making: Makes systematic and rational judgments based on information and relevant assumptions.
Makes rule based and discretionary decisions
Team coaching: Provide feedback on quality and production issues; perform root cause analysis and create corrective action plans
Team leadership: Guides and supports the efforts of the team members towards the achievement of the team objectives. Sets expectations and manages feedback. Proactive in avoiding or resolving conflicts.
Excellent communication and leadership skills.
Organizational and time management skills.
Ability to follow SOP documents and escalate the s within the defined SLA
Willingness and ability to learn new skills domain knowledge etc.
Sr. Team Leader/Sr. Domain Expert/Sr. Training Lead/Sr. QA Lead/Sr. Process Excellence Lead
Quality Auditors SME Domain Experts Trainers Six Sigma specialists

Knowledge Examples: * Familiar with Windows Operating Systems MS Office

English comprehension – reading writing and speaking
Domain knowledge based on process (healthcare banking investment F&A retail customer support etc)
Expertise in process knowledge and guidelines
Expertise with work allocation and intake functions
Expertise in MS Excel
Team and people management experience
Expertise in quality control processes including pare to analysis and root cause analysis
Excellent understanding of customer infrastructure ability to co-relate failures
Experience level – 7 to 11 years

Additional Comments:Job Description Prepare monthly journal entries including but not limited to entries regarding claims expense, IBNR, reinsurance receivables, and risk adjustment Prepare monthly reconciliations Perform detailed analysis of claims and revenue trends to identify and communicate drivers of fluctuation Provide support for the month-end financial statement close process Provide explanations of variances in balance sheet and income statement accounts Assist in pulling supporting materials together to satisfy audit requests Perform system administration functions within Finance applications Process Improvement – identify areas of opportunity within processes and aid to see process improvement projects through their lifecycle Work with the team to achieve identified common goals Contribute to continuous improvement initiatives, process efficiency, building of tools & standardization Build working relationship with the operational side of the company to better understand the impact decisions have on the financial statements Other duties as assigned Required Knowledge, Skills & Abilities Attention to detail Highly organized Ability to work as part of a team Ability to communicate effectively verbally and in writing at all levels from clerical to senior management General Finance and Accounting knowledge Must be able to work on multiple projects concurrently and be able to prioritize and make routine decisions Must work well under pressure Required Education/Experience Bachelor’s Degree in Accounting or Finance, CPA preferred 3-5 years of progressive accounting experience Managed care and/or health insurance experience Experience working with large amounts of data is a plus Ability to manipulate large amounts of data Advanced skills in MS OfficeSkills:Healthcare,Finance,Financial AnalysisAbout Company:UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.

UST

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