Works closely with the Operations Manager and the Sales & Marketing Manager. Sets team targets, goals and objectives for sales, service fulfilment and operations. Provides direction and helps determine as well as define departmental priorities. Coordinates with operations and fulfilment on operational budget & expenses, COGS and vendor management.

Manages three (3) sub-departments: Fulfillment, Billing and Customer Relations; maintains workflows aligned with company and the department’s priorities. Ensures that customer service standard and quality are observed across all sub-departments; Determines and recommends system improvements; develops service processes, policies and standards; ensures smooth implementation through coordination with other stakeholders. Gather and analyse various customer service trends, statistics and accurate reports. Sets clear goals and objectives, and deploys strategies that are focused on the achievement of such goals and objectives. Disseminate updates and advisories; coordinates with product development and marketing teams on new product roll-out. Utilize assets efficiently to achieve both qualitative and quantitative targets; manages and adheres to approved budget and financial objectives

Manages a team of 20-60 Publishing and Marketing Sales Consultants. Established sales objectives and determines monthly, quarterly and annual quota based on target profit. Plans out and implements sales and marketing strategies. Analyses annual sales results, forecasts and market trends. Provides projection on expected sales volume and profit from a variety of products and services. Ensures that goals, targets and performance of the team aligns with the company’s sales policies and strategies, and that they are delivered by managing individual and team performance, timely reviews, rewards, recognition and other team engagement activitiesDevelops new sales initiatives, strategies, programs and policies to capture key demographics and works closely with the marketing and product development teams for seamless process implementation

Responsible for hiring and interviewing staff, writers and freelancers. Administers test jobs and tasks to freelancers, and corresponds with applicants. Coordinates updates on products and services with other VAs and staff globally. Reviews work submitted by writers and designers, and provides feedback for additional work and/or revisions. Completes quality checks for websites assigned to freelance designers from India and the US. Responds to emails and voicemail messages. Schedules appointments and follow up calls with clients. Performs other duties and responsibilities as requested by the client which includes but is not limited to technical & customer support, technical and creative writing, social media management, data entry and lead generation

Answers inquiries on claims processing for both insureds and providers. Provides important information on processed claims based on guidelines and in accordance to the HIPAA law.Arranges necessary call backs for client services regarding needed benefit information related to processed claims. Alerts legal departments on cases that may require special attention.

Facilitates the completion of the underwriting questionnaires. Validates information and follows standard questions for newly disclosed illnesses or conditions not noted on the application. Submits completed files to Underwriting for further review. Completes Ad-hoc and special projects such as sending mail-grams contacting brokers for incomplete applications and procuring laboratory results.

Manages 5-10 Team Leads with at least 15 FTEs each. Tracks and reports weekly, monthly and yearly performances to the Operations Manager. Facilitates weekly and monthly client calls to discuss agent and team performance. Attends weekly and monthly client meetings to discuss agent performance. Attends and facilitates client meetings to discuss training, products and services updates. Communicates with the client on completion of training and product updates. Coordinates with training department/team for the completion and roll out of training & product updates. Ensures that agents and supervisors are up to date with all training and product updates. Attends weekly and bi-monthly workforce meetings to discuss staffing, attrition, scheduling and forecast. Responsible for collating and providing scheduling inputs as well as coordinating operations and workforce management needs. Helps manage schedule adherence, tracks and raises possible attendance concerns and create action plans and initiatives to address them.

Manages various LOBs including Tier 3 Research Escalations Department, Tier 2 Customer Relations Department and Frontline Customer Service Representatives, with a total of 100-150 FTEs. Ensures that program/LOB achieve daily targets on all metrics including SLA and Staffing.Creates, implements and manages program initiatives as well as action plans to facilitate seamless execution and delivery of products and services. Assists in special projects, conduct analysis and recommends solutions to performance

Facilitates client and product specific trainingDelivers training in a timely and accurate manner and in compliance with client requirements and company standards. Responsible for the overall outcome of classes. Responsible for measuring and tracking pre and post training performance. Coordinates, analyse and consolidate data. Maintains trainee/training records. Delivers refresher courses and up-training. Provides feedback to management on individual training performance. Creates modules and assists in the creation of instructional aids for client specific training/up-trainings.

Manages the team’s Key Performance Indicators (KPIs). Coaches CSA's on performance, set SMART goals and provides team and individual direction. Provides timely feedback on issues affecting performance. Complete CSA weekly/monthly scorecard and maintains CSA records and keep it up to date. Manages team attrition and attendance. Conducts pre and post shift huddle for updates and trends. Provides technical and product specific assistance,. Handles escalated calls from CSAs. Participates in client calibrations as well as monthly/weekly reviews.

Handles technical service support calls from established customers. Responsible for providing diagnosis and resolution to customer concerns. Provides systematic troubleshooting steps. Improves customers' system with the use of designated tools. Escalate technical issues based on set guidelines

Prepares and outlines lessons based on the syllabus, and teach courses as assigned. Instructs students as well as administer tests to measure progress. Supervises the use of tools, equipment and facilities. Tracks attendance, performance and grades. Encourages growth, development and extra-curricular involvement. Participates and perform various administrative functions.