service delivery manager

Job Description

Ensure high level of customer satisfaction through seamless delivery.Coordinate with the Clients and update the regular workflow/status of deliverables/Dashboards.Certify controls laid down by the business to ensure successful audit by client and external party.Communicate with the customer on a regular basis to discuss operational issues and Critical to Quality (CTQ) delivery and to build rapport with the customer Monthly/Quarterly Business reviews with the client.Manage customer relationships through regular communication with clients.Manage and resolve escalations and issues raised by customers.Prepare and report process performance metrics to stakeholders.Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value.Analyze customer feedback at desired intervals and initiate ways to improve the score.Account Mining Proactively identify opportunities for additional business with customer.Adopt best practices from other processes/ verticals etc.Share value addition and best practices across teams.Identify & Optimize key cost drivers.Identify opportunities for Growth.Participate in management discussions (Governance discussion, Management forums with customer).Effective forward planning in terms of process delivery, people & client engagement.Manage Service Level Agreements / metrics as agreed upon with the client.For Medical Management and Provider Services:Identify and escalate critical issues proactively and also act on those issues accordingly.For Claims and RCM:Optimize process performance to create value for customer through optimum use of quality tools.For Claims, Provider Services, RCM and Member Services:Deliver on Financial goals for the business CP.For NA:Follows customer profitability practices such as Cost optimization methods, productivity & quality benchmarking, periodic target revision etc.Ensure tracking and collating of Quality (internal, external & client facing) data is performed accurately through BPS Quality Report.Focused on quality that strives for perfection through Six Sigma, Lean concepts etc.Should be able to forecast BCP readiness & work in accordance to manage & document.Anticipate issues and needs of the customer related to the project and address them proactively.thereby help achieve CSS targets.Project / Process:Sponsor/Champion process improvement projects to improve process efficiencies.Work with support functions to enable infrastructure support to team and ensure zero downtime.Resource utilization and scheduling of end to end work.Prepare for infrastructure and other growth related requirements while working with the PMO team.Review documentation and knowledge transfer as per the project plan.Plan for resources based on volume projection and current available head count and allocate responsibilities.Ensure timely forecasting is done to meet the future resourcing requirements.Oversee and support the transition of processes to Cognizant.Encourage cross functional interaction to be able to solve issues quickly.For Provider Services:Adopt and implement organization initiatives like Best in Class, Pinnacle, Innovation programs etc.Adopt and replicate best practices from other engagements in SBU and organization.Update leadership on key risks in the engagement.Enable risk assessment and establish mitigation plan.Responsible for proactively managing costs to achieve and exceed profitability targets.Review process audit findings and take corrective action to prevent negative results.For NA:Drive awareness sessions on Innovation & Process Improvement.Identify cost optimization opportunities.Ensure adherence to Quality norms and processes.Perform checks to ensure that the process adheres to the guidelines and market standard prescribed (SOX, etc).Adhere to Organizational policies and procedures.Share best practices within the SBU and Organization.Adopt and implement organization initiatives like Best in Class, Pinnacle, Innovation programs etc.Update leadership on key risks in the engagement.Accountable for Service Delivery of the account.Enable risk assessment and establish mitigation plan.Responsible for proactively managing costs to achieve and exceed profitability targets.Responsible for overall billing and invoicing.Review process audit findings and take corrective action to prevent negative results.People / Team:Guide and mentor team members and front line managers from a process & technical perspective to ensure delivery of SLAs.,

Keyskills :
projectmanagement delivery sla careerpathplanning processimprovementprojects environmentalimpactassessment sixsigma processaudit teambuilding oliciesprocedures