Deputy General Manager (remote) chez Cognizant

Deputy General Manager - Phoenix, AZ

This position requires individuals to perform the following duties and work as part of a team:

·       Lead a team of 200+ agents including support staff and manage end to end operations starting with Hiring, Training, Operations, Quality and Reporting

·       Prior experience in managing and leading Member/provider call centers with an in-depth understanding of SLAs/KPIs and knows strategizing operations to ensure meet/excel all agreed deliverables

·       Guide and mentor team members from a process perspective to ensure delivery of SLAs.

·       Lead and manage all recruiting and hiring efforts

·       Interface with the management both in terms of cascading messages from senior management and putting into practice strategy or modifications required for the process based on decisions taken

·       Identify and suggest business improvement opportunities

·       Identify and drive opportunities to enhance service delivery and Customer experience

·       Present performance metrics to internal and external stakeholders

·       Act as the first level of escalations and resolve the same to the satisfaction of the stakeholder keep also ensure Project Manager is informed of new issues.

·       Provide updates and submit reports related to own area of work

·       Knowledge Management, Ensure SOPs are reviewed per the agreed frequency

·       Encourage associates to use various material that are available in the intranet.

·       Nominate associates for various domain related courses

·       Manage stakeholder relationship.

·       Ensure Team Productivity levels are achieved as per the targets set year on year.

·       Process Improvements and Process Adherence, provide information educate customer troubleshoot probe and fix issues.

·       Achieve Individual SLA targets set the account level collective targets as well set for the team.

·       Ensure process delivery in the respective groups is as per the SLAs.

·       Complete all mandatory training and certifications for self and team.

·       Implement communication structure to ensure process and procedural updates are shared effectively

·       Lead and contribute towards process excellence initiatives.

·       Provide detailed status updates on the CTQ (critical to quality) areas.

·       Perform quality checks and ensure error free processing.

·       Maintain SOP's in the process and ensure all changes are being captured diligently with appropriate version controls.

·       Escalate to the management if deviations in the process are noticed.

·       Highlight open tasks to Team leads, Managers on time.

·       Provide work direction and guidance to team members and ensure accuracy of the work of team members their ability to operate under deadlines and to work on multiple tasks.

·       Establish systems and procedures in the team

·       Reporting to the manager on performance status and any escalations

·       Conduct knowledge transfer sessions for new joiners in the team.

·       Conduct performance appraisals for team members provide input into the learning and career plans for team members.

·       Identify training needs of team members and provide coaching support to them.

·       Manage attrition and absenteeism.

·       Support recruitment efforts for the team.

·       Contribute to and participate proactively in knowledge sharing sessions.

·       Participate and contribute to organizational activities.

·       Provide work direction and guidance to team members.

·       Establish systems and procedures in the team.

·       Groom self and team to support vertical growth.

·       Allocate work and tasks to the team.

·       Manage budgets and forecasts

·       Examine financial data and use them to improve profitability

·       Report to the manager on performance status and any escalations.

·       Facilitate and participate proactively in knowledge sharing sessions.

·       Conduct team building activities to enhance motivation.

·       Conduct process training or refresher training if required.

·       Manage and track all attrition and ensure attrition plans in place to mitigate

Qualifications:

The ideal candidate will possess the following skills and experience:

·    Minimum of a Bachelor's degree or equivalent practical experience Required

·       HealthCare Experience and specifically managing Member Call Centers is must

·       Accelerated proficiency in Microsoft Office Suite – Word and Excel required

·       Demonstrated ability to multi-task, lead and generate productivity action within team

·       Demonstrated experience in leading and mentoring staff

·       Excellent written and verbal communication skills – prepare workflow documents for training.

·       Ability to meet deadlines and work under pressure.

·       Excellent time management and organizational skills.

·       Accurate keyboard skills and proven ability to enter data at a required speed.