Senior Manager - Benefit Coding

First Call H Resource P. Ltd
  • Pune
  • 10-15 lakh
  • 7-12 years
  • Views
  • 18 Jan 2017

  • Operations

  • BPO/ ITES/ Call Centers
Job Description

The Benefits Operations Manager (BOM), is accountable for managing operational performance for assigned client(s). This includes meeting and exceeding contractual performance standards and defined operational measures. The BOM is responsible for making sure that all ongoing work is delivered on-time and with quality to plan sponsors and plan participants. The BOM is accountable for identifying process improvements, building efficiencies in client operations, effective project planning and capacity & resource management. The BOM is a contact for the client, Third-Party Administrators, as well as all internal Shared Services that impact ongoing operation.


Stay current with Industry developments in Health & Welfare domain, and share with CDG and Benefits colleagues
Active participation in client renewal meetings and data collection projects at bidding stage
Understand client contractual agreement and performance measures
Acknowledged as a subject matter expert (SME) on client plan provisions
Monitor client operations measures to proactively manage client-level impacts
Respond to client requests in a timely fashion using effective communication skills
Proactive management of operations metrics to meet or exceed SLA targets
Assign and manage BOA work, including workload distribution, track status of outstanding work, ensure SLA metrics are met/ exceeded, identify training opportunities, review and approve SOPs, identify activities for transition to OCP/ Shared Service
Partner with CDG leadership team to implement legislative changes, if any
Identify process improvement opportunities, manage through internal change order process, and measure outcomes
Partner with colleagues in technology, CS and Shared Service to identify and implement improvements to ongoing procedures
Evaluate trends and data to generate new ideas and solutions for improving client delivery
Work across client-teams to share domain expertise
Identify and eliminate manual efforts through streamlining and automation efforts
Lead weekly operational status meeting to discuss projects, questions and priorities
Share business and client updates to help client team to understand client-perceived value during huddles
Partner with technology and other CDG partners in root cause analysis behind defects and client escalations and translate them into ongoing, sustainable delivery improvement initiatives
Own, create, and execute ongoing blueprints
Review and monitor blueprints for completeness and accuracy based on processing calendars
Adjust resource alignments based on supply/ demand of BOA resources
Initiate ideas and lead discussions for client improvements with leadership team to impact higher quality or more efficient delivery within their assigned project work
Identify potential E&O opportunities to mitigate, and escalate concerns to the CDG OM/ BSM
Ensure processing guides/ SOPs are updated based on requirements, system and/ or processing changes resulting from change orders
Proactively manage resources to meet business deliverables
Communicate accurate billing numbers for projects to colleagues; conduct audits to ensure compliance and accuracy


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First Call H Resource P. Ltd