Assistant Manager for Kochi (Humana Ramp)

Job description

Job Description: Essential Functions - Manage day-to-day operations to ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), quality standards, and productivity targets. - Monitor team performance, identify operational gaps, and implement action plans to improve efficiency, quality, and customer satisfaction. - Lead, coach, and develop supervisors and associates to drive performance, accountability, and employee engagement. - Ensure compliance with client requirements, company policies, information security standards, and regulatory guidelines. - Handle operational escalations, client concerns, and service delivery issues, ensuring timely and effective resolution. - Support workforce planning, scheduling, and resource allocation to meet operational demands and business requirements. - Prepare and analyze operational reports, providing recommendations to improve business performance and achieve organizational goals. - Collaborate with internal support groups such as Quality, Training, Workforce Management, HR, and other stakeholders to drive continuous improvement initiatives. - Build and maintain strong relationships with clients and internal stakeholders to ensure alignment with business objectives and service expectations. - Foster a culture of teamwork, accountability, continuous improvement, and employee development across the operation. Performance parameters - Manage day-to-day operations to ensure achievement of service delivery targets, productivity goals, quality standards, and client expectations. - Monitor and analyze key performance indicators (KPIs), identify performance gaps, and implement action plans to drive operational improvements. - Communicate business objectives, client requirements, and performance expectations to supervisors and associates to ensure alignment and accountability. - Provide coaching, feedback, and development opportunities to supervisors and team members to strengthen performance and leadership capability. - Monitor team performance and operational effectiveness, ensuring timely intervention and support to achieve business goals. - Support the implementation of production standards, operational processes, and continuous improvement initiatives. - Coordinate workforce planning, scheduling, and staffing requirements to ensure adequate coverage and operational efficiency. - Collaborate with internal stakeholders and support teams to address operational challenges and improve service delivery. - Ensure adherence to operational procedures, quality standards, client requirements, and organizational policies. - Identify high-performing employees and support recognition, development, and succession planning initiatives. - Foster a culture of accountability, engagement, teamwork, and continuous improvement through regular coaching and performance discussions. - Support employee engagement and retention initiatives that contribute to a positive and productive work environment. - Handle operational escalations and client concerns, ensuring timely and effective resolution. - Ensure compliance with regulatory requirements, information security standards, and company policies. - Build and maintain effective relationships with clients and internal stakeholders to support business objectives and operational success. Responsibilities: Primary Internal Interactions - Business Leaders, Operations Managers, and Stakeholders – Collaborate on operational performance, process improvements, workforce planning, and business initiatives to achieve organizational goals. - Supervisors and Operations Teams – Provide coaching, guidance, and performance management support to ensure service delivery excellence, employee development, and team engagement. - Support Functions (HR, Training, Quality, Workforce Management, IT, Finance, and other Internal Departments) – Partner on operational requirements, compliance initiatives, process improvements, employee relations, and business support needs. - Direct Supervisor/Operations Leadership – Provide updates on operational performance, team metrics, escalations, action plans, and business risks while seeking guidance on strategic initiatives and operational priorities. - Clients and Key Stakeholders – Coordinate on service delivery expectations, operational concerns, performance reviews, and client requirements to ensure business objectives are achieved. Primary External Interactions - Clients – Collaborate on service delivery requirements, performance expectations, issue resolution, and continuous improvement initiatives to support operational success. - Healthcare Academy Team – Partner on training requirements, capability-building initiatives, employee development programs, certification requirements, and learning interventions to support operational and business objectives. - Business Partners and External Stakeholders – Coordinate on business requirements, compliance needs, process improvements, and operational initiatives that support organizational objectives. - Vendors and Service Providers – Work with external partners to ensure timely delivery of services, address concerns, and maintain operational and contractual standards. - Third-Party Partners – Engage with external partners on operational support, workforce solutions, technology implementations, and business improvement initiatives. - Regulatory and Compliance Bodies – Coordinate and provide necessary support for compliance-related requirements, audits, and operational standards, as applicable. Qualifications: Education Requirements - B.Sc Nursing Graduate or Post Basic Bsc Nursing - Active India Nursing license - Active USRN license Work Experience Requirements - Total work experience should be a minimum of 3 years in the contact center operations. - At least have a 3-year experience in related field. IJP Eligibility Criteria - At least 12 months tenure in EXL - At least 12 months in the current role - Should not be