Summary:

We are currently seeking an Assistant Vice President – Operations with excellent operational acumen and people management skills. AVP will be required to communicate with the client (externally) and various departments of Cotiviti (internally) to ensure a high quality of service. Achieving and surpassing service level benchmarks would be a key responsibility. A good understanding of the processes and managing them through frequently occurring changes will be vital for meeting SLAs. Managing resources, their issues and their career planning is required for the team continuously improving their performance which would result in client delight. Handle large number of teams with the support of managers, AMs and team leaders.

Principal Duties/ Responsibilities:

• Program Management:
• Ensure that the SLAs are met consistently.
• Identify initiatives and have the Team Leads work on them for improvement of key metrics.
• Support QIPs to improve efficiency and quality.
• Present SLAs and associated metrics to reporting manager as well as to the client.
• Handle various teams in distinct phases (i.e. implementation, stabilization, BAU)
• Client Management:
• Timely, complete and articulate communication with the client
• Highlight issues and propose solutions even before.
• Escalate to the reporting manager and client engagement team as required.
• People Management:
• Managing people related issues that are escalated by TLs.
• Coordinate with department heads for resolution.
• Career planning of direct reports and guiding TLs in doing so for their teams
• Realistic and measurable goal setting
• Monitor & control attrition and shrinkage.
• Create back up for each support role.
• Initiative:
• Either come up with or identify initiatives that will result in measurable improvement
• Constantly monitor these initiatives and guide the team in making it a success.
• Change Management:
• Manage several types of changes:
• Change in process
• Expansion due to volume increase
• New implementations
• Organizational changes e.g. Mergers, accreditation, etc.
• Attributes and behavior:
• Should not just be a fast learner but also an effective mentor.
• Have sound knowledge of the program and know where & how to access the finer details.
• Willingness to work under pressure and stay motivated when there is less to be done.
• Has credibility with peers and seniors
• Have a positive influence on others.
• Self-motivated – driven to achieve results.
• Have a levelheaded mindset which makes one think that ‘no problem is so big that it cannot be solved, and none are too small to be attended to.’
• Passionate about delighting the customer repeatedly.
• Good knowledge of general policies and procedures in industry
• Ability to adapt to policies and procedures specific to Cotiviti.
• Maturity and leadership to manage senior support staff such as managers.
• Exhibit behavior consistent with Cotiviti Values
• Customer Driven
• Collaborative
• Accountable
• Open
• Relevant Experience and educational requirements:
• 15 +3 years of education or more, preferably in life sciences
• Additional relevant certifications would be an added advantage.
• 12 years of experience in BPO/KPO industry
• 4+ years of experience as senior manager operations/3+ Years of experience as Manager Operations
• Experience managing TLs, AMs and Managers
• Experience in US healthcare health plan operations (pre-adjudication, post adjudication or adjudication) preferred.
• Implementations/transitions experience preferred.
• At least one promotion within an organization (i.e. not all promotions should be due to job switches)
• Skills and competencies:
• Strong analytical, critical thinking and problem-solving skills.
• Excellent verbal and written communication skills
• MS office proficiency
• Strong organizational skills and adaptive capacity for rapidly changing priorities and workloads
• The ability to make sound decisions keeping in mind business interests.
• Comfortable handling teams across geographies, i.e. other locations within India or in the US
• Capable of working under stress and for extended amounts of time

Job Demands:

• Occasional requirement to travel to the US and other locations within India such as Hyderabad.
• Ability to work seated at a computer for extended periods of time.
• Multi-tasking not just on various deliverable within the program but also across programs
• Candidate should be ready to work in different shifts, mainly night shift.
• Key constituents:
• Managers, assistant managers and possibly team leaders.
• Works with Operations Team, MIS, Quality, Project Management, IT, Development, Administration, HR, Training and Client Services.

Disclaimer:

This job description is intended to describe the general nature and level of work being performed and is not to be construed as an exhaustive list of responsibilities, duties and skills required. This job description does not constitute an employment agreement and is subject to change as the needs of Cotiviti and requirements of the job change.