Operations Supervisor
Current• Direct and supervise all activities and responsibilities in the Health Claim Management.• Responsibility to monitor and ensure day to day work of the team is done according to SOP and within SLA (Service Level Agreement) and provide the first hand support to team internal escalations.• Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements and identify opportunities to improve customer service… Show more • Direct and supervise all activities and responsibilities in the Health Claim Management.• Responsibility to monitor and ensure day to day work of the team is done according to SOP and within SLA (Service Level Agreement) and provide the first hand support to team internal escalations.• Implement policies and processes to ensure a positive, productive work environment, build team morale, and recognize employee achievements and identify opportunities to improve customer service operations to ensure services achieve the best quality in order to meet the interests of the company.• Work with internal Quality Monitoring and Training teams to train new hires / teams through intensive coaching and mentoring. Ensure the team is fully trained and prepared to conduct the responsibilities of their role. Proactively identify and resolve issues impacting customers/clients by working with team, peers, and management• Provide guidance and proper solutions to any problem related to the case handling by Staff, case directions and escalate to Assistant Operation Manager, that leads to potential issues or client's concern. • Support QA team in ensuring that cases handling quality meets the standart requirement and conducting regular coaching and mentoring.• Contribute to special projects, that enhance the business, including projects involving root-cause analysis of weak performance metrics, service readiness projects, and tools projects as assigned or requested by management.• Actively manage direct reports, including establishing OKR goals for teams, providing feedback, coaching them to improve service quality, increase productivity and to achieve customer satisfaction. Monitor OKR progress against established milestones.• Provide support at different levels of project including coordinating activities, participating in key discussions, solutioning, and providing execution support where necessary across work streams. Show less
