ASM

As a candidate for the role, you will be responsible for building relationships with SNPs over a designated geographic territory. This involves regular onsite visits at partner locations to ensure effective communication and collaboration. Your key responsibilities will include: - Leading, coaching, supporting, and developing SNPs to foster a high-performance culture. This will involve focusing on talent mobility, progression, retention, and continuous engagement. - Implementing a framework across SNPs to consistently measure and analyze key metrics and program performance against internal targets and client commitments. This includes SLAs, TATs, CSAT, and NPS. - Driving capacity planning and sharing volume projections with SNPs to ensure operational efficiency. - Ensuring that SNPs are appropriately trained to meet required service level standards and customer management expectations. This includes soft skills, process management, and system access. - Monitoring the performance of SNPs to ensure SLAs are met and taking corrective action if underperformance is identified. - Collaborating closely with the operations team to proactively intervene with SNPs when necessary to maintain service quality. - Working with functional teams like Data Analytics and Account Management to maintain and monitor performance dashboards of SNPs within the territory. This includes fostering healthy competition to drive performance improvements and identifying cost-saving opportunities. Additionally, you will need to develop effectiveness in interacting and managing SNPs by reinforcing expectations, addressing root causes of issues, improving partner performance, identifying negative trends, and taking corrective action when needed. You will also support field SNP audits and partner with the Service Network team to provide feedback on vendor performance and identify potential new SNP leads. If there are any additional details about the company in the job description, please provide them for a more comprehensive understanding of the role.,