Job Description

1. The duties shall include improving Accounts/Teams performance and motivate team to achieve desired quality and production targets

2. Conduct performance appraisals & reviews for Managers, AMs/TLs etc

3. Identify training needs and arrange for training, re-training and cross training, as required. Assist Managers AM and TL to implement corrective action as required

4. Support and monitor day-to-day work processes and meet production and Service Level Agreements (SLA)

5. Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures

6. Planning and process development - Innovate to optimize production and constantly improve Production, Quality and Turnaround Time

7. Participate and contribute in client conference calls, management meetings and department meetings

8. Facilitate to meet contractual obligations and client expectations

9. Assess & forecast staffing requirements based on client communication and incoming volume

10. Maintain cost effective and stable workforce to absorb volume volatility

11. Coordinate with the HR/TA functions to recruit per expected volume and required skill sets

12. Draw a plan of action in coordination with Managers, AM (Assistant Manager) and the Quality Analyst based on feedback to continue to improve operational performance

13. Ascertain training areas based on reports from the Quality Analyst and reduce unwanted costs

14. Assist Manger, AM (Assistant Manager) to manage the availability of Billing Executives on a real-time basis to ensure SLAs are met

15. Development and maintenance of Standard Operating Procedures (SOP) and other documentation to ensure uniformity across teams and processes

16. Responsible for studying the client processes gathering all information and ensuring seamless implementation

17. Working out detailed project plans for implementation through the initial period of pilot testing and establish firm communication channels with the client for all types of escalations Account management and Client relationship management

18. Regularly reviews the performance on the program with the client and ensures that the program is indeed running according to client expectations

19. Ensure periodic reporting and dashboards on the performance and the growth plans

20. Conducts monthly business review meeting with the client and ensures the resolution of all issues to the satisfaction of the clients

21. Works out the impact of the requests and the requirements of the client in terms of time, effort and resource cost and makes appropriate decision based on the context

22. Responsible for future growth from the client and works on increasing the value add as also the revenue share from the client

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