JOB DESCRIPTION:

• To manage via telephone and other communication channels regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments, and other related topics: conduct outbound or return calls to customers as necessary.
• Analyze and own problems through resolution on behalf of the customer in real-time or through comprehensive and timely follow-up with the customer, providing accurate and complete information and solutions.
• Read, comprehend and verbalize processes and procedures of the organization and of health insurance coverage.

REQUIRED SKILLS:

• Customer Service background is mandate
• Good command over English language

QUALIFICATION:

• Graduation

JOB DESCRIPTION:

• To manage via telephone and other communication channels regarding health plan benefits and claims, eligibility, medical and other healthcare procedures, billing and payments, and other related topics: conduct outbound or return calls to customers as necessary.
• Analyze and own problems through resolution on behalf of the customer in real-time or through comprehensive and timely follow-up with the customer, providing accurate and complete information and solutions.
• Read, comprehend and verbalize processes and procedures of the organization and of health insurance coverage.

REQUIRED SKILLS:

• Excellent Communication Skills
• Good command over English language

QUALIFICATION:

• Graduation

JOB DESCRIPTION:

• We are looking for a qualified Executive Employee Relation to oversee all human resources operations and ensure they’re aligned with our business goals.
• Our ideal candidates should have solid experience with HR practices and employee management. You will communicate with the board of directors and with senior managers to express new ideas and suggest solutions, considering budget limitations and our company culture. Ultimately, you should be able to act as a consultant on human resources management and organizational changes.

RESPONSIBILTES:

• Consult with line management and provide daily HR guidance
• Analyze trends and metrics with the HR department
• Resolve complex employee relations issues and address grievances
• Work closely with management and employees to improve work relationships, build morale and increase productivity and retention
• Provide HR policy guidance
• Monitor and report on workforce and succession planning
• Identify training needs for teams and individuals
• Evaluate training programs
• Suggest new HR strategies

REQUIREMENTS AND SKILLS:

• Proven work experience as an Executive Employee Relation
• Excellent people management skills
• Analytical and goal oriented
• Demonstrable experience with HR metrics
• Thorough knowledge of labor legislation/laws
• Full understanding of all HR functions and best practices
• BS degree in Human Resources or related field will be an added advantage

JOB DESCRIPTION:

Functional Skills & Competencies Subject Matter Expertise

• To be a brand ambassador and drive brand awareness in his/her team.
• To be current with Three's products and processes, especially those specific to his vertical / skill set.
• To coach, refresh, and answer product and process-related queries raised by advisors and customers. Operational Metrics & Deliverable
• To have an understanding of different operational metrics, their inter-relationships, and their impact on profitability and customer experience
• To use insights about interrelationships between metrics to manage operational service levels (eg. Manage the impact of absenteeism and late log-ins on service levels)

Active Management

• To manage the team's performance and deliverables on a real-time basis through constant monitoring and feedback.
• To manage the customer experience on a real-time basis through effective escalation management and real-time advisor feedback
• Team Management Competencies
• To display Analytical Ability by being able to:
  • Understand, interpret & analyze various operations-related reports, identify trends, and determine root causes for day-to-day operational outcomes.
  • Understand basic statistical concepts & tools (Excel) and use them to enhance team performance
• A Team Leader should be able to use basic Time Management tools to:
  • Prioritize tasks based on urgency and importance.
  • Stay current with his daily responsibilities (both task and people related).
• A Team Leader should have effective Performance Management Skills to:
  • VHA plan, organize & prioritize to define short & long term targets for individual advisors and for the team
  • Create and deploy action plans to drive the achievement of targets
  • Conduct effective performance reviews both, for the team and for individual advisors
  • Respond effectively to success & failure in individual advisors and the team
• A Team Leader has the critical responsibility of Communicating Business Decisions to the team in an effective, clear and timely manner.

Customer Centricity:

Customer orientation is a key competency required for the Team Leader role. A Team Leader is expected:

• To consistently place a high value on customers and all issues and factors that relate to customer experience
• To understand drivers for customer satisfaction/dissatisfaction and provide insights back to the business
• To effectively handle call escalations & follow-up on cases, callbacks, and complaints thereby driving positive customer experience
• To drive customer satisfaction through first call resolution by the advisors
• To drive customer satisfaction through first call resolution by the advisors
• To be the 'Voice of the Customer' by ensuring feedback and suggestions given by the customer reach the relevant people/department, and see it through to closure.
• To ensure delivery of all promises and commitments made to the customers.
• People Management Competencies
• As the first point of contact for all advisors on the team, the Team Leader is expected to demonstrate people management competencies

Coaching & Feedback:

• Ability to provide feedback in a constructive, firm, and outcome-focused manner
• Ability to coach advisors through their challenges & issues to continuously enhance performance & behaviors

Influencing:

• Understand what motivates different advisors and influence them effectively
• Understand the dynamics within the team and influence team members to work together to contribute to team goals
• Be able to influence peers & managers to drive continuously enhance customer and employee experience

Conflict Management:

• Be sensitive to sources of conflict within and between teams and effectively resolve or escalate issues as appropriate
• Proactively address interpersonal conflicts among team members and use appropriate methods to achieve resolution

People Development:

• Provide opportunities for development (training opportunities & role assignments) to advisors as appropriate
• Build rapport and trust with advisors to enable conversations around their AOIs
• Encourage advisors to take responsibility for their own development
• Spend quality time with advisors to enhance their capability

JOB PURPOSE:

• The purpose of this job role is to have the end to end accountability for advisor performance, engagement & development. By doing this, ensure that the team meets its KPIs and efficiencies.

PRINCIPAL ACCOUNTABILITIES:

• To manage & drive Customer Experience by:
  • Monitoring calls to identify trends in advisors knowledge, skills and on call behavior & to provide real time intervention on the call to improve customer experience
  • Reviewing customer feedback to gather insights on Not Resolved & to provide feedback to relevant advisors to improve customer experience
  • Conducting regular coaching conversations with Advisors on performance score card (inputs from complaints, quality evaluations, customer experience surveys and TL evaluation) to enhance customer experience
  • Handling customer escalations / sup calls to demonstrate customer centricity
  • Managing cases raised by team / Call-backs to role model & drive and keeping your word
  • Attending calibration sessions with the Quality team & how to operationalize it effectively to ensure the advisors get the same message & understand how to deliver it
  • Taking ownership for Compliance within the team and ensuring zero instances of mis-selling & fraud
• To manage & drive Efficiencies & Commercials by:
  • Conducting regular Coaching conversations with Advisors on continuously improving efficiencies (AHT, OB and schedule adherence)
  • Ensuring Schedule adherence by monitoring & driving real time adherence (RTA) & leading his team from the front
• To manage & drive Employee Experience by:
  • Providing timely, honest and constructive feedback (performance and behavioral) on a regular basis
  • Conducting soul chats & supporting each advisor through his challenges & concerns, through regular and effective coaching
  • Guiding and supporting advisors development journeys based on their aspirations and performance
  • Planning & conducting activities to increase team engagement and driving fun at work, to enhance team bonding and employee satisfaction
  • Ensuring advisor needs & basics like their attendance, leaves, transport etc. are taken care of Performance Reviews & Driving Improvements (Self & Team):
  • Conduct monthly performance conversations with advisors & create detailed create game plans on how to achieve targets
  • Updating TOMs on a daily basis on previous day's performance, game plan for the day and discussing any updates, challenges and concerns
  • Conducting Weekly Team Meet with the TOM Group / Performance Reviews to jointly review team performance against targets, and take concrete steps to course correct through best practice sharing.
  • Having Monthly One to Ones with TOM to share advisor and operational concerns & challenges with reporting manager and seek coaching and support
  • Making recommendations cross functionally for improving ways of working & suggestions for process improvements
  • Keeping himself updated process/business knowledge and working with TOM for personal development

REQUIRED SKILLS:

• Subject Matter Expertise
• Operational Metrics & Deliverables
• Active Management
• Manage the team's performance and deliverables and customer experience on a real time basis
• Team Management Competencies
• Analytical Ability to analyze various operations related reports, identify trends and determine root causes for day to day operational outcomes.
• Understand basic statistical concepts & tools (Excel) and use them to enhance team performance
• Time Management
• Effective Performance Management Skills
• Critical responsibility of Communicating Business Decisions to the team in an effective, clear and timely manner.
• Customer Centricity
• Customer orientation
• People Management Competencies
• Coaching & Feedback and Positive Influencing
• Conflict Management
• People Development

QUALIFICATION:

• Graduation

JOB DESCRIPTION:

• Responsible to manage functions and processes - Hire to Retire.
• Responsible for developing, researching, and implementing human resource practices and policies that improve the employee work environment while also focusing on organizational priorities.
• Ensure that integrated human resource strategies and policies align with the organizational needs and goals.
• Manage and look after the employee relation metrics, diagnose the issues, and eradicate the root cause of these challenges.
• Provide HR consulting services to business units and line-of-businesses as it relates to human resources programs and policies, often encompassing all areas of human resources.
• Provide policy guidance and interpretation; recommend and implement changes as needed. Assist the business executives and leaders in support of optimizing the company’s structure and framework.
• Analyze the employee’s performance metrics, trends and use the results to update or renovate the existing HR strategies.
• Oversee the work of the HRBP team and ensures compliance with the goals and outcomes. Manages and resolves complex employee relations issues. Conducts effective, thorough, and objective investigations.
• Maintains in-depth knowledge of legal requirements related to day-to-day management of employees, reducing legal risks, and ensuring regulatory compliance. Partners with the legal department as needed/required.
• Works closely with management and employees to improve work relationships, build morale, and increase productivity and retention.
• Consult with employees and management on employee relations issues providing guidance and assistance with policy interpretation, open and direct communication, conflict resolution, performance management, and conduct-related issues.
• Advises and trains managers and supervisors in best employee relations practices and strategies for managing supervisor problems and employee grievances.
• Partner with business executives, leaders, and their teams for the development of business strategies that boost productivity and growth.
• Work on research and development of practices and policies for people and human resources management and provide technical solutions that can help in achieving the employee initiatives and business goals.
• Closely work with internal HR teams to keep the work focus on HR responsibilities, employee performance management, Career mapping, succession planning, engagement, and rewards.
• Work as a counselor, mentor, and consultant for the business leaders
• Analyze performance metrics like statistics on employee retention and experience to come up with ideas for improvements and enhancements.
• Along with HRBP function, leads the HRSS team in managing the day-to-day activities to support the HR, and other interrelated functions.
• Build and maintain a strong functional HRSS team through effective recruiting, training, coaching, team building and succession planning.
• Understand HR tools and systems, improves existing HR operations processes and create efficiency by automating manual processes.
• Ensure data and operation standards as per compliance guidelines.
• Understand, analyses, interpret, explains, and applies policies rules, law & regulations accurately and effectively.
• Actively participate in designing and implementing standard operating processes to maximize shared services effectiveness and outcomes.
• Continuous focus on improving the HR process and HR service delivery module, promote self-services to employees and managers
• Responsible for the training/cross-training of HR Shared Services team on the employment life-cycle processes. Train other teams on shared services processes and programs.
• Implement / follow the HRSS governance model to ensure regular updates provided to business owners / stakeholders.
• Administer quality checks and audits to verify data accuracy
• Develop and maintain consistent ways of working and processes.
• Work on larger HR projects as required

REQUIRED SKILLS:

• Good mentorship and coaching skills
• Persuasive communication skills - ability to present ideas clearly and concisely.
• Should have managed complete employee life cycle covering hire to retire.
• Strong supervisory and leadership skills.
• Working knowledge of leading HRMS software applications and products.
• Strong Analytical abilities – ability to read large data sets to identify trends and opportunities to improve the processes.
• Decisive in formulating and implementing solutions in line with business plans
• Proficient with Microsoft Office Suite or related software.
• Demonstrate the ability to drive continuous improvement working collaboratively with the wider HR community across different regions
• A high expectation of performance for self and team members.
• Exposure in driving transformational projects to create efficiency.
• Shows courage and confidence to speak up the right.
• Preventive than reactive, solution oriented.
• Dedication to fostering an inclusive culture and value diverse perspectives.
• High energy, ability to work independently and work effectively within a team.

Experience & Education Qualification:

• Bachelor's and/or master’s degree in business administration, human resources, or related discipline
• 12+ years’ experience in managing HRBP & HRSS in a lead role.
• Minimum 5+ years’ experience in Team / People management

What we offer:

• Opportunity to work on various projects of various sizes
• Competitive salary
• Meritocratic environment