Service Delivery Manager

Discipline : Claims

Industry : Claim Operations

Job Description :

- Manages overall personnel, performance, and discipline of the assigned project(s)

- Provide expertise and leadership in assigned functional area

- SLA management

- Lead Business reviews with Client

- Manage relationship with internal stake-holders and functions

- Manage all client interaction and client communication. Should front end the relationship with the client

- Review and analysis of periodic reports and metrics.

- Evaluation of operational practices and procedures.

- Provide support to quality initiatives targeted towards process improvements.

- Actively involved in the internal audit support, ensuring all compliance parameters are met.

- Establish and maintain a working environment conducive to positive morale, individual style, quality, creativity, and teamwork

- Provide direction to staff; ensure resolution of problems; sets priorities

- Actively provides inputs and assistance to the senior management in the planning, implementation, and evaluation / modifications to existing operations, systems, and procedures, specifically relating to his/her assigned project(s).

- Responsible for managing attrition and building retention strategies

- Preparation of annual business plans including operating budgets

- Negotiating solutions, resolving conflicts and anticipating/handling critical situations

- Providing regular performance feedback

No. of Openings : 1

Qualification/Required Skill Set :

- Should have overall experience of 8+ years as a People Manager, leading a span of 150+

- Should have the ability to effectively handle large teams in a fast-moving business environment

- Should have the ability to supervise and manage Deputy Managers and Assistant Managers

- Should have working knowledge of budgeting, cost estimating, capacity utilization principles and procedures

- Should have exposure to Outsourcing Business Model, preferably from Healthcare Claims Management

- Should have knowledge of organizational structure, workflow, and operating procedures

- Ability to develop comprehensive planning and project management

- Should possess the skill to examine and re-engineer operations and procedures

- Should preferably have done Six Sigma projects in previous organization impacting core metrics

- Preparation of Weekly/Monthly/Annual business plans including operating budgets

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