Assistant Manager for Kochi (Humana Ramp)

Essential Functions

•    Manage day-to-day operations to ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), quality standards, and productivity targets. 
•    Monitor team performance, identify operational gaps, and implement action plans to improve efficiency, quality, and customer satisfaction. 
•    Lead, coach, and develop supervisors and associates to drive performance, accountability, and employee engagement. 
•    Ensure compliance with client requirements, company policies, information security standards, and regulatory guidelines. 
•    Handle operational escalations, client concerns, and service delivery issues, ensuring timely and effective resolution. 
•    Support workforce planning, scheduling, and resource allocation to meet operational demands and business requirements. 
•    Prepare and analyze operational reports, providing recommendations to improve business performance and achieve organizational goals. 
•    Collaborate with internal support groups such as Quality, Training, Workforce Management, HR, and other stakeholders to drive continuous improvement initiatives. 
•    Build and maintain strong relationships with clients and internal stakeholders to ensure alignment with business objectives and service expectations. 
•    Foster a culture of teamwork, accountability, continuous improvement, and employee development across the operation.

Performance parameters

•    Manage day-to-day operations to ensure achievement of service delivery targets, productivity goals, quality standards, and client expectations. 
•    Monitor and analyze key performance indicators (KPIs), identify performance gaps, and implement action plans to drive operational improvements. 
•    Communicate business objectives, client requirements, and performance expectations to supervisors and associates to ensure alignment and accountability. 
•    Provide coaching, feedback, and development opportunities to supervisors and team members to strengthen performance and leadership capability. 
•    Monitor team performance and operational effectiveness, ensuring timely intervention and support to achieve business goals. 
•    Support the implementation of production standards, operational processes, and continuous improvement initiatives. 
•    Coordinate workforce planning, scheduling, and staffing requirements to ensure adequate coverage and operational efficiency. 
•    Collaborate with internal stakeholders and support teams to address operational challenges and improve service delivery. 
•    Ensure adherence to operational procedures, quality standards, client requirements, and organizational policies. 
•    Identify high-performing employees and support recognition, development, and succession planning initiatives. 
•    Foster a culture of accountability, engagement, teamwork, and continuous improvement through regular coaching and performance discussions. 
•    Support employee engagement and retention initiatives that contribute to a positive and productive work environment. 
•    Handle operational escalations and client concerns, ensuring timely and effective resolution. 
•    Ensure compliance with regulatory requirements, information security standards, and company policies. 
•    Build and maintain effective relationships with clients and internal stakeholders to support business objectives and operational success.

Responsibilities

Primary Internal Interactions

•    Business Leaders, Operations Managers, and Stakeholders – Collaborate on operational performance, process improvements, workforce planning, and business initiatives to achieve organizational goals. 
•    Supervisors and Operations Teams – Provide coaching, guidance, and performance management support to ensure service delivery excellence, employee development, and team engagement. 
•    Support Functions (HR, Training, Quality, Workforce Management, IT, Finance, and other Internal Departments) – Partner on operational requirements, compliance initiatives, process improvements, employee relations, and business support needs. 
•    Direct Supervisor/Operations Leadership – Provide updates on operational performance, team metrics, escalations, action plans, and business risks while seeking guidance on strategic initiatives and operational priorities. 
•    Clients and Key Stakeholders – Coordinate on service delivery expectations, operational concerns, performance reviews, and client requirements to ensure business objectives are achieved.

Primary External Interactions

•    Clients – Collaborate on service delivery requirements, performance expectations, issue resolution, and continuous improvement initiatives to support operational success. 
•    Healthcare Academy Team – Partner on training requirements, capability-building initiatives, employee development programs, certification requirements, and learning interventions to support operational and business objectives. 
•    Business Partners and External Stakeholders – Coordinate on business requirements, compliance needs, process improvements, and operational initiatives that support organizational objectives. 
•    Vendors and Service Providers – Work with external partners to ensure timely delivery of services, address concerns, and maintain operational and contractual standards. 
•    Third-Party Partners – Engage with external partners on operational support, workforce solutions, technology implementations, and business improvement initiatives. 
•    Regulatory and Compliance Bodies – Coordinate and provide necessary support for compliance-related requirements, audits, and operational standards, as applicable.

Qualifications

Education Requirements

•    B.Sc Nursing Graduate or Post Basic Bsc Nursing
•    Active India Nursing license
•    Active USRN license

Work Experience Requirements

•    Total work experience should be a minimum of 3 years in the contact center operations.
•    At least have a 3-year experience in related field.

IJP Eligibility Criteria

•    At least 12 months tenure in EXL
•    At least 12 months in the current role
•    Should not be on PDP within 6 months from date of NOD
•    Should not have received a PIP in the past 12 months
•    Minimum of 4.0 rating in the last 6 months (Goal and Competency)
•    Must have no issues on Attendance and Reliability (<5% Absenteeism score for the last 6 months)
•    Preferably has previous experience in the training field within same process
•    Positive feedback from local leadership and their leadership teams
•    Communication Skills Requirement (C1 in HLEAP or CEF)