Client Service Manager

Caring. Connecting. Growing together.

Primary Responsibilities:

• Operational Leadership
  • Conduct daily team huddles to align goals, SLAs, and new updates
  • Monitor team performance using client approved dashboards and monthly scorecards
  • Facilitate weekly 1:1 coaching sessions and document coach feedback
  • Escalate issues per escalation matrix to Optum leadership
  • Submit weekly feedback summaries
  • Ensuring daily compliance checks as well as monthly checks with the coaches as per service level agreements provided
  • Ensuring uninterrupted coverage for planned and unplanned leaves with the locum pool
• Wellbeing Support
  • Collaborate with Wellbeing Coaches to identify and support team members in need.
  • Share relevant team insights to help tailor group sessions
  • Encourage participation in training as well as refresher sessions
  • Lead new wellbeing initiatives with the team as and when needed
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• Must be a Graduate
• Good with people management experience of 2+ years
• Good knowledge on MS Office, Reporting, Roaster Management

Preferred Qualification:

• Msc Psychology ,Counsellor background

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