Team Lead - Provider Relations - Cantonese

Cognizant; Kuala Lumpur; On-site; MYR 80,000 - 120,000; Full time

Job summary

A global technology firm in Kuala Lumpur is seeking a managerial candidate to oversee hotline activities, ensuring operational compliance and performance standards are met. Responsibilities include managing team performance, providing regular training, and maintaining standard procedures. Ideal candidates will possess at least 4 years of experience in provider relations or health insurance with a strong focus on continuous improvement. Proficiency in Cantonese is required. Competitive compensation is offered.

Qualifications

• At least 4 years of managerial experience in provider relations or health insurance.
• Strong sense of continuous improvement and delivering quality outputs.
• Exceptional communication and negotiation skills.

Responsibilities

• Oversee hotline day-to-day activities and manage the team.
• Monitor team performance against KPIs and provide training.
• Maintain standard operating procedures and conduct regular communications with HK Team.

Skills

Management Skills

Negotiation Skills

Analytical Skills

Attention to Detail

Job description

Summary

Oversee and supervise subordinates on hotline day-to-day activities, to ensure contract compliance activities are carried out

Key Roles and Responsibilities

1. Oversee and supervise subordinates on hotline day-to-day activities.

2. Manage the Hotline Team to perform the duties accurately and efficiently.

3. Monitor performance of the team to ensure delivery of agreed KPI.

4. Provide regular training to staff and new joiners.

5. Maintain standard operating procedures in the team up-to-date and ensure the team’s compliance to the agreed processes.

6. Conduct regular communications and provide coordination’s with HK Team on hotline services.

7. Establish internal escalation workflow.

8. Make clear and justifiable decisions and escalate to HK Team when (and only when) necessary.

9. Prepare performance reporting for review on regular basis.

10. Handle ad hoc tasks assigned by HK Team.

Experience

1. With at least 4 years of solid experience at managerial level in provider relations or health insurance
2. Strong sense of continuous improvement and desire to deliver quality outputs; strive to over-deliver on SLAs to improve and enhance work efficiency and quality
3. Exceptional communication and negotiation skills
4. Strong analytical, problem solving and root cause identification skills
5. Strong attention to detail

Language

Must be native or proficient in Cantonese.

About Cognizant

Cognizant (Nasdaq: CTSH) engineers’ modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we’re improving everyday life. See how at www.cognizant.com or @cognizant.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.