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

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**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

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- _ 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

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- **_ 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

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- ** 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

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