4976094-Assistant Manager

EXL; Ernakulam; On-site; INR 600,000 - 1,200,000; Full time

Job summary

EXL in Kochi, India seeks an Assistant Manager to oversee day-to-day operations within its US healthcare niche. You will ensure SLA metrics are met, implement policies, and lead teams including Sr. Associates and Associates with clear performance targets.

Responsibilities include coordinating recruitment with HR, planning staff training, and maintaining smooth client communications with US supervisors. Strong people management, process discipline, and proficiency in MS Office are essential.

Qualifications

• Experience in US Healthcare claims or appeals processing is mandatory.
• Experience in handling voice processes.
• Minimum 3 years of work experience with 1 year of people management.
• Proficient in MS Excel and Word for reports and data analysis.

Responsibilities

• Oversee day-to-day operations to meet SLA metrics.
• Implement policies and establish team goals; monitor against KPIs.
• Coordinate production standards and identify improvement opportunities.
• Screen and recruit production staff in consultation with HR.
• Plan staff training and development programs.
• Manage employee issues and ensure smooth operations and client satisfaction.
• Approve leaves and ensure staffing with minimal disruption to deliverables.

Skills

People management

MS Office

Analytical skills

US Healthcare knowledge

Education

Bachelor's degree

Tools

MS Office

Job description

Job Description ;Position Title, Responsibility LevelAssistant ManagerFunctionHealthcareReports to ;Manager / Sr. Manager Permanent/ Temporary Permanent Span of Control25 – 30 Location ;Kochi, India ;

Basic Function

• Oversee and manage day-to-day operations to ensure all SLA metrics are met
• Implement company policies in all areas of the operations establish goals for each team and monitor each team’s performance and compared against Key Performance Indicators.
• Recommend measures that will improve team performance and communicate clearly with Associates / Sr. Associates client expectations and accountability.
• Coordinate and participate in the completion of all production standards and/or makes recommendations for improvements in overall production, including policies and procedures.
• Recognize performers and recommend development plan for qualified performers.
• Ability to manage a US client independently
• Evolve job responsibilities and establish accountability for all production activities in consultation with respective senior management at EXL
• Screening and recruitment of production staff in consultation with HR.
• Plan staff training and development programs – both internal and external in consultation with HR, relate the same to specific job requirements and develop process to institutionalize the learning.
• Managing all employee issues / queries relating to Operations, HR, Administration, Finance etc. Build a very transparent and open work environment respecting individual initiatives and contributions.
• Completion of employee confirmation review as per standard process, Half yearly and Annual performance review, recommendations for promotions / compensation fitment etc. Timely completion of the task to be ensured.
• Authorize employee leave and holidays, plan alternate / skeleton staff deployment that would result in least disruption to customer deliverables. Implementation of all employee related policies and procedures.

Essential Functions

• Ability to build and work in a process driven environment and one who strictly enforces process discipline.
• Target driven and deliver quality output adhering to agreed time schedules.
• Strong people management skill and ability to drive Team culture and performance
• Quality and time conscious

Primary Internal Interactions

• Establish communication channels that would enable smooth flow and completion of activities. Lead daily meetings with the team members to review daily statistics, process updates, including operational issues and share any necessary news

Primary External Interactions

• Day on day communication (written or verbal) with client supervisors and SMEs as needed
• Join and participate in weekly review with US clients. Give performance update on the client call and answer any questions asked

Organizational Relationships

• Reports To : AVP/VP
• Supervises : Sr. Associate/ Associate

Skills

• Technical Skills
• Working knowledge of MS office (Word, Excel and Power point) and Internet / Outlook
• Analytical skills to evaluate performance numbers, identify gaps and give the feedback objectively
• Process Specific Skills
• Advanced knowledge and ability to navigate client systems.
• Need to be a process expertUS Healthcare knowledge
• Soft skills (Desired)
• Soft Skills (Minimum)Strong comprehension skillsHands on experience in independently managing deliveries in a process Services Industry with very high emphasis on people, operations and process Management.
• Ability to communicate clearlyProactively raise any challenges, communicate to management and client

Education Requirements

• Minimum bachelor’s degree in any stream. 15 years of education

Work Experience Requirements

• Experience in Claims or Appeals Processing in US Healthcare industry is mandatory
• Experience in handling voice process
• Minimum of 3 years of work experience with proven records of 1 year of people management and operational excellence in an acting role (Vertical movement) or as AM (lateral movement)
• Intermediate level Knowledge in MS Excel and Word is preferred for reports and data analysis

Annexures

• Acknowledgement (acknowledge that the information contained in this document is factual and complete)