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Job Details

Requisition Number 17-0708
Title Manager, Operations
City Pune
State MH
Description POSITION DESCRIPTION

JOB TITLE: Senior Manager Operations

JOB CODE: HR will assign

DEPARTMENT: AOE

REPORTS TO: Senior Manager-Operations/AVP-Operations

PRINCIPLE PURPOSE OF JOB
We are currently seeking an Operations Manager with excellent operational acumen and people management skills. The operations manager will be required to communicate with the client (externally) and various departments of Cotiviti (internally) to ensure high quality of service. Achieving and surpassing service level benchmarks would be a key responsibility. A good understanding of the processes and managing them through frequently occurring changes will be vital for meeting SLAs. Managing resources, their issues and their career planning is required for the team continuously improve their performance which would result in client delight.

JOB RESPONSIBILITIES
• Program Management:
o Ensure that the SLAs are met consistently
o Identify initiatives and have the Team Leads work on them for improvement of key metrics
o Support QIPs to improve efficiency and quality
o Present SLAs and associated metrics to reporting manager as well as to the client
• Client Management:
o Timely, complete and articulate communication with the client
o Highlight issues and propose solutions even before
o Escalate to reporting manager and client engagement team as required
• People Management:
o Managing people related issues that are escalated by TLs
o Coordinate with department heads for resolution
o Career planning of direct reports and guiding TLs in doing so for their teams
o Realistic and measurable goal setting
o Monitor & control attrition and shrinkage
• Initiatives:
o Either come up with or identify initiatives that will result in measurable improvement
o Constantly monitor these initiatives and guide the team in making it a success
• Change Management:
o Manage various type of changes:
 Change in process
 Expansion due to volume increase
 New implementations

ATTRIBUTES AND BEHAVIORS
• Should not just be a fast learner but also an effective mentor
• Have sound knowledge of the program and know where & how to access the finer details
• Willingness to work under pressure and stay motivated when there is less to be done
• Has credibility with peers and seniors
• Have a positive influence on others
• Self-motivated – driven to achieve results
• Have a level headed mindset which makes one think that ‘no problem is so big that it cannot be solved and none are too small to be attended to’
• Passionate about delighting the customer time and again
• Good knowledge of general policies and procedures in the industry
• Ability to adapt to adapt to policies and procedures specific to Cotiviti
• Exhibits behaviors consistent with Cotiviti Values:
o Integrity
o Passionate Client Service
o Teamwork
o Accountability
o Performance Excellence
o Continuous Improvement

RELEVANT EXPERIENCE & EDUCATIONAL REQUIREMENTS
• 12 +3 years of education or more, preferably in life sciences
• Additional relevant certifications would be an added advantage
• 6+ years of experience in BPO/KPO industry
• 1+ years of experience as manager operations
• Experience managing TLs and AMs
• Experience in US healthcare health plan operations (pre-adjudication, post adjudication or adjudication) preferred
• Implementations/transitions experience preferred
• At least one promotion within an organization (i.e. not all promotions should be due to job switch)

SKILLS & COMPETENCIES
• Strong analytical, critical thinking and problem solving skills
• Excellent verbal and written communication skills
• MS office proficiency
• Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads
• Ability to make sound decisions keeping in mind business interests
• Comfortable handling teams across geographies; i.e. other locations within India or in the US
• Capable of working under stress and for extended amount of time

JOB DEMANDS
• Occasional requirement to travel to the US and other locations within India such as Hyderabad
• Ability to work seated at a computer for long periods of time
• Multi-tasking not just on various deliverable within the program but also across programs
• Candidate should be ready to work in different shifts, mainly night shift

KEY CONSTITUENTS
• Assistant managers and possibly team leads
• Works with Operations Team, MIS, Quality, Project Management, IT, Development, Administration, HR, Training and Client Services.


  • We are an Equal Opportunity Employer.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.

  • Cotiviti is an Equal Opportunity Employer. The Company provides equal employment opportunities to all applicants for employment without regard to gender, sexual orientation or preference, gender identity or expression, race, color, religion, national origin, ethnicity, ancestry, age, marital status, pregnancy, childbirth or related medical conditions, mental or physical disability, veteran status or any other characteristic protected by federal, state or local law, ordinance or regulation.

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