Noida, Uttar Pradesh, India
working as Sr Service Manager in Health Industry Alight
Managing the team, their queries, leave managements, Training and Development. Handling the Client Escalation over the call/meeting. Inventory management & colleagues’ production. Managing the deep dives and analysis of the major client escalations. Handling the third-party audits for Alight. Creating and reporting out the TAT/SLA’s for the client to Alight & its stakeholders. Conducting performance evaluation on Timely manner. Supporting problem solving and decision making. Planning and Setting the Performance goals for colleagues for future. Worked on the DB SOP revamp project. Currently working on Defensive Queries for error & escalation reduction.
Claims adjudication for the U.S. Participants enrolled in 401k plans. TBA Edit Resolutions for team. Updating and disclosing the Quality and Production score card for team. Timely updating the Database Standard Operating Procedures (DBSOP) & download to teammates. Participates in client meetings and presentations. Participating in regular internal daily audits. Review quality of work performed by fellow team members. Train offshore team to understand different service types in YSA claims and review the quality of work performed. Analysis of various Escalations & YSA Workflows. Respond to requests to research causes for data errors. Recipient of numerous recognitions and appreciation emails from management for the quality of work and the contributions to high risk, high visibility projects. Managing the Inventory of Workflows on daily basis. Creating & managing monthly leaves Calendar for Team. Participation in Deep Dive projects for various Clients.
Monitoring agent’s calls and providing feedbacks. Identifying the scope for various training and learning for associates. Identify areas and opportunities to upgrade quality standards within management processes and systems. Handling escalations of clients. Handling the distribution of daily volume and assign to the team associate. Preparing MIS report with the view to apprise top management of the routine risk calculation to ensure to meet the targets for the month. Handling various aspects of business to ensure, we are meeting the leadership success rate (collection rate) vice norms. Preparing MIS reports on team performance & site performance apprising the management of progress. Also responsible for daily team huddles, to keep everyone up to date with process knowledge, change in terms & policies in business.
Taking calls of customers & executing their request. Built sound and lasting working relationships with key partners and clients. Handled the escalations and VIP Customers. Worked with Quality and Training team to mentor new hires. SPOC for delivering the daily updates to teammates & rest associates.