As an Executive/Senior Executive in Operations, you will play a crucial role in ensuring the successful onboarding of voluntary cases as assigned. Your primary responsibility will be to oversee the process from start to finish, ensuring accuracy, timeliness, and customer satisfaction. This role operates under general supervision according to established guidelines, with a focus on promoting customer-centric solutions and self-service platforms.

Job Title. Executive/Senior Executive - Operations

Reporting Structure. Reports to Assistant Manager/Lead Assistant Manager

Essential Functions

• Code Re-enrollment events in IP Tool and set up cases in EEP.
• Format Census files and communicate the final delivery via email, including Plane.biz files.
• Meet individual goals while contributing to team objectives.
• Operate with urgency in a real-time service environment.
• Contribute to the development of new tools and process mapping to support offerings and improve current tools.
• Define, communicate, and manage workflow and data coordination to support implementation-related reports.
• Perform other duties as assigned.

Performance Parameters

• Productivity
• Quality
• Turnaround Time
• Attendance & Schedule Adherence

Primary Internal Interactions

• Regular communication with Subject Matter Experts (SME), Assistant Managers (AM), Lead Assistant Managers (LAM), and Managers for reporting performance, escalation handling, clarifying concerns, and seeking support.
• Collaboration with AM/LAM for issue resolution and monthly performance evaluation.
• Coordination with SME for handling process-related queries and escalated transactions.
• Interaction with Quality Control Analysts (QCA) for performance feedback and audits to update training curriculum.
• Engagement with mentors for real-time clarifications and query resolution.

In this role, your ability to manage multiple tasks with precision and efficiency will be essential. Your proactive approach to problem-solving and dedication to improving processes will contribute to the overall success of the team and enhance customer satisfaction.