Process Associate

The Job level on which he will be hired in - AA Academic Qualification and external certification required - High School / GED Range of experience in months - Fresher " The Responsibilities which will be played by the role - "1. Inbound Inquiries - Answer and resolve inbound telephone calls from Health Care Professionals and Members regarding benefits, eligibility and claims inquiries. 2. Resolution of Inbound Inquiries and/or proactive outbound calls - May be required to take actions to resolve inbound inquiries and/or proactive outbound claims" Language Proficiency Level for each of the language mentioned on Languages column example - (English SVAR / Vercent score level), A1/ A2/B1/B2 level. Local language competency level. - B1/B2 **͏**: **Do**: - ** Maximize process efficiency and cost effectiveness through strategic planning, contract compliance and governance mechanisms**: - **_ Strategy Planning with Senior Stakeholders & Clients_**: - Collaborate with leaders to provide strategic and operational plans associated with the account - Plan the strategy for the coming years by identifying new geographies for alternate revenue streams - Collaborate with clients and identify countries that need to be mapped to bring revenues for the same product - Part of internal WIPRO leadership planning meeting to discuss revenue numbers for the account - Report to global delivery account head on status of the account - Ensure a deep enough understanding of clients’ individual experiences to head off potential issues before they become problems - **_ Contract compliance & adherence_**: - Ensure all SLA parameters are met in the account and maintain a green card at all times - Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited - Monitor and review the account on various delivery parameters to ensure quality delivery as per budget and timelines **͏**: - _ Delivery governance in the account_ - Understand customer goals and key performance metrics and ensure exceeding those goals throughout the project - Ensure a green card for all accounts in terms of performance and quality - Monitor and review delivery dashboards/ MIS across accounts to track progress and identify potential red flags - Participate and share account performance across operational, quality and fulfillment parameters with internal and external stakeholders - Lead and manage project escalations, potential risks or early warning signs on project delivery to eliminate any revenue leakage - Ensure regular invoicing as per the contract terms and condition - Forecast and track key account metrics **͏**: - **_ Invoicing_** - Timely submission of invoices to the client as defined in the SOW - Provide information required and resolve any invoicing issues raised by the client - Work with internal teams by supporting activities such as RFP response, doing use capability demonstrations, and participating in the customer calls to sell solutions - Identify opportunities for quick wins through automation and related initiatives in the account (wherever applicable) - Collect and analyze statistics (costs, customer service metrics etc.) - Assume responsibility of budgeting and tracking expenses **͏**: - ** Ensure outstanding performance against key metrics mentioned in the agreement**: - Regular cadence around contract compliance - Evaluate performance with key metrics (accuracy, customer service metrics etc.) - Set direction for the team, track progress against targets through regular cadence calls and course correct as required - Drive the focus of the team on quality and adherence to contract compliance processes - Drive and implement structured cadence around quality, both process and transactional - Cadence with delivery lead to ensure margins are met and the account numbers are at par to what is committed - Weekly calls with WFM to ensure resource optimization, compliance to the manpower numbers agreed in the contract, future planning in case of ramp ups etc. - Resource Allocation & Retention - Conduct effective resource planning to maximize the productivity of resources (people, technology etc.) - Review and monitor resource planning and fulfillment in line with account requirements and costs of delivery - Optimize manpower and minimize leakages by working closely with delivery head - Ensure retention by offering relevant trainings and certifications of all allocated resources - Lead one-on-one floor connect and other engagement activities to improve stickiness of the delivery team - Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects Reinvent your world.¿We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see