Deputy General Manager (remote)

Deputy General Manager

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.

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.

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.