Summary
.• Responsible for Ongoing Client delivery of quality service /audits & First level quality check
• Identify, share, and support operational improvements
• Cross Trainings for team members as part time trainer.
• Provide input for ongoing coaching of team members/ Mentor team members on performance
• Responsible for WF reconciliation/research cases
• Providing support in daily reporting such as WF and Siebel dump.
Detailed Responsibilities • Review orders for critical clients. 90% of the time is invested on production. • Executes Issue/Query/ Workflow Resolution and ensures proper documentation and follow-up takes place • Resolve written queries according to standard procedures and within agreed targets in order to ensure Participant satisfaction • Ongoing Client delivery of quality service /audits & First level quality check • Ensure service accuracy through compliance (TAT) • Maintain and Consolidates documentation of SOPs/Operating Instructions • Identify, share, and support operational improvements • Assists with creating and monitoring team schedules/ calendars/ training plans • Provide input for ongoing coaching of team members/ Mentor team members on performance • May assist with any of the Role's- Part-time trainer/ Quality/ Audit/ MIS • Actively identify, learn, share, apply and disseminate benefit process knowledge, best practice and process improvements. • Identify, research, and evaluate participant issues, thereby suggest enhancements to ensure effective service delivery. • Compliance to TRBS & MIS • Reporting Data Logging-WAT compliance
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Role Complexity
• Research on aligned QDRO deliverable/task
• Need based interaction with onshore & End client.
Discretion
• Decisions have impact on the quality of assigned tasks
• Decisions are typically guided by QDRO knowledge.
• Decisions or failure to achieve results can impact the SLA and TAT of aligned projects.
Role-specific Technical Skills and Knowledge • Excellent process knowledge of QDRO form type • Ability to refine processing procedures based on "big picture" understanding • Has the experience and understanding to interpret SOP and translate it to the ongoing processing environment for enhancing customer service delivery. • Ability to clearly document processing procedures into an SOP format • Ability to identify process improvement areas • Ability to properly research, identify, and document a system defect • Good understanding of various Systems/ applications being used to process a participant issue • Ability to understand :- • a. the client administrative environment • b. the various Systems being used to process a participant issue • c. Workflow Management • d. Defined Benefits (DB), Health Management (HM), or Defined Contribution (DC) • Ability to take judgmental call from workflow responses. • Basic understanding of MIS • Adequate understanding of audit methodology • Good understanding of Service level agreements and managing them.
Roles & Responsibilities:
Work Experience
• Prior knowledge and working experience of QDRO is required.
• 2-3 years of experience is mandatory of QDRO domain
Qualifications:
• Graduate in any discipline
Health and Welfare (HW)