Assistant Manager

Location: Prakāshamnagar

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start  Caring. Connecting. Growing together.

Primary Responsibilities

Manage a team of 25-30 representatives ensuring performance and productivity
Demonstrate excellent communication and managerial skills to lead and motivate the team
Handle irate customers and manage escalation calls effectively in a voice process environment
Ensure adherence to business-critical turnaround time (TAT) of 72 hours
Maintain business availability during holidays and weekends as required
Monitor team performance and provide feedback and coaching for continuous improvement
Ensure compliance with company policies and procedures
Accurate and timely documentation of data
Building and maintaining an effective team environment
Planning, developing, and managing the quality and productivity of Production teams
Coordinating process issues with the Service Delivery Manager / Service Delivery Leader
Aligning with key business partners to serve customers
Fostering or maintaining a collaborative relationship with internal and external customers to ensure satisfaction and profitability
Working with business partners to identify ways to improve business processes
Assisting in building, reviewing, and adhering to the annual business plan
Controlling expenses and increasing profitability via productivity and quality gains
Reviewing work results of the team and their pattern of handling work queues
Developing, motivating, and retaining employees and challenging the team to set ambitious goals
Providing regular performance feedback and giving frequent formal and informal coaching sessions
Promotes a high level of commitment to anticipating, understanding, and meeting the needs of each internal and external customer
Identifies and leverages internal networks to complete tasks; presents ideas persuasively; gains the support and assistance of others who have a stake in the outcome and proactively participates in company initiatives Identifies trends and issues and recommend solutions
Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).

The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications

Graduate
4+ years of experience (Overall)
2+ years of experience in Team Handling (Min Span of 20 people)
6+ months of reporting experience
Performance Management experience
Solid proficiency in MS Office or Word or Power Point
Exposure to all the facets of Operation Management
Exposure to people management, Performance Management and Client Management
Proven solid client interaction related to process
Demonstrated ability to do careful listening, tact and candor, two-way communication, and master a high impact communication style
Demonstrated ability to be a Self-starter who can manage multiple priorities with minimum direction solutions
Demonstrated ability to effectively organize and lead a team of people, in cooperative processes to achieve shared outcomes
Demonstrated ability to identify process gaps & initiate discussions with management on improvement plans
Demonstrated ability to coach and mentor
Proven effective communication skills both verbal and written to individuals
Proven effective numeracy and analytical skills
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