FIRST LINE MANAGER (FLM) L2

Role Purpose:
The purpose of this role is to execute the process and drive the performance of the team on the key metrics of the process.

Key Responsibilities:
• Ensure process is executed as per the client contract
• Conduct shift briefings and debriefings to drive focus on key metrics, quality, and contract compliance
• Prepare notes from huddle meetings and share with the team
• Prepare and share team performance data with the client at the end of each shift
• Interact with clients to prepare updates and communicate changes to the team
• Review performance on key process metrics and conduct Root Cause Analysis (RCA) to improve quality parameters
• Prepare weekly and monthly performance presentations for managers to share with clients
• Collaborate with internal stakeholders to manage and resolve issues ensuring flawless project delivery
• Participate in discussions with the Workforce Management (WFM) team on forecasting and agent requirements
• Organize team engagement activities to promote morale
• Identify automation opportunities within the account and support the automation team with necessary data

Performance Management:
• Drive team performance on identified metrics
• Review 6-8 weeks of performance data (RAG) to identify low performers
• Provide feedback and coaching to outliers/low performers
• Prepare Performance Coaching & Counselling Plans (PCCP)
• Handhold employees on process performance and monitor improvements
• Identify training needs for new joiners and track daily progress
• Conduct process and refresher trainings to bridge capability gaps or accommodate client changes

Stakeholder Interaction & Management:
• Coordinate with internal and external stakeholders to ensure compliance and quality
• Engage with client managers to communicate progress against account plans and project delivery
• Participate in monthly review meetings with Account Delivery leadership
• Work with the quality team to ensure improvements align with delivery standards
• Provide timely assistance in escalation resolution

Team Management:
• Resourcing: Hire adequate and right resources for the team
• Talent Management: Ensure onboarding, training, career progression, and manage attrition
• Performance Management: Set goals, conduct reviews, provide feedback, and follow Performance Nxt framework
• Employee Satisfaction: Lead engagement initiatives, track satisfaction scores, and build team cohesion

Mandatory Skills: Claims Processing
Experience: 3-5 Years

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