Manager

Job Name:

Manager

Position Title:

Manager - POD Ops

Band:

C1

Reporting to:

Sr. Manager/AVP/SAVP/VP

Location/Site:

EXL India, Chennai

Overview: The Manager - POD Operations will play a pivotal role in ensuring seamless strategic coordination and alignment between POD and Program operations. This role is responsible for overseeing the entire audit lifecycle, driving service delivery excellence, managing client interactions, supporting growth initiatives, and spearheading analytics, technology, and compliance efforts. The ideal candidate will act as a bridge between key stakeholders to achieve business objectives, optimize revenue, and implement operational efficiencies.

Qualifications:

1. Bachelor's degree in any or related field MBA or relevant advanced degree preferred.
2. Experience: Minimum of 10 years experience in US Healthcare and Payment Services LOB preferred.
3. 5+ years of experience in operations management, preferably in audit lifecycle or service delivery domains.
4. Proven experience in strategic planning, client engagement, and cross-functional team leadership.
5. Strong analytical skills with proficiency in metrics tracking, reporting, and business intelligence tools.
6. Excellent communication skills with client-facing experience.
7. Ability to manage multiple stakeholders and complex escalations effectively.
8. Experience with compliance standards (HIPAA, CMS) and quality assurance.
9. Familiarity with digital transformation initiatives and technology-driven process improvements.

Working Hours: 40 HOURS PER WEEK, FULL TIME EMPLOYEE.

Key Competencies:

1. Strategic Thinking & Alignment
2. Analytical & Data-Driven Decision Making
3. Client Relationship Management
4. Cross-Functional Collaboration
5. Problem Solving & Escalation Management
6. Process Improvement & Operational Excellence
7. Leadership & Team Management

Key Responsibilities:

1. Strategic Coordination and Alignment
   1. Serve as the key liaison between POD Leader and Operations/Program Leaders to ensure alignment on client engagement, requirements, and escalation management.
   2. Align POD-level goals with program objectives and the broader business strategy.
   3. Partner with Program and POD Leaders for strategic planning, including forecasting performance, capacity planning, and staffing to meet revenue goals.
2. Audit Life Cycle Management:
   1. Collaborate across functions to ensure effective service delivery throughout the audit lifecycle-from data management and selections to recovery.
   2. Review exceptions, analyze anomalies, and provide insights with appropriate narrative and resolution actions.
   3. Monitor audit KPIs, SLAs including volume, capacity, forecasting, audit completion, TATs, priority completions, and recovery & collection.

1. Client Engagement:
   1. Maintain dual accountability with Program Leaders for client-facing communications and engagement.
   2. Respond to adhoc client needs, compliance, and administrative requirements promptly.
   3. Ensure timely and appropriate client communication alongside Program Leaders.
2. Analytics and Technology:
   1. Lead analytics initiatives in collaboration with Program Leaders for business intelligence and advanced reporting solutions.
   2. Drive technology initiatives to enhance operational efficiencies and work closely with Program Leaders on solutioning.
3. Service Delivery Excellence & Operational Efficiency
   1. Conduct continuous 360-degree reviews of service delivery and identify improvement areas.
   2. Work with Program Leaders to uphold high standards and timely delivery of all reports to senior leadership.
   3. Identify revenue leakage and bottlenecks collaborate cross-functionally to implement scalable solutions.
   4. Facilitate regular review meetings with Program and POD Leaders to discuss progress and insights.
   5. Present performance metrics, revenue trends, and risk assessments to senior management.

1. Digital Transformation
   1. Collaborate with Digital Engineering and Tech teams to evaluate and implement automation and analytics tools aligned with business objectives.