Deputy Manager (Claims)

Key Responsibilities

Operational Excellence

1. Assist in managing service delivery schedules and commitments as per the Statement of Work (SOW).
2. Monitor key support functions to ensure optimal service delivery and adherence to SLAs.
3. Oversee a team of 20+ resources, ensuring high performance in claims processing and US healthcare operations.
4. Identify and implement training programs to enhance team skills and domain knowledge.
5. Ensure operational efficiency with a focus on quality, productivity, and compliance.
6. Support scope, time, quality, and budget management while maintaining transparent communication.
7. Assist in building a high-performing team aligned with best practices and industry standards.
8. Participate in program teams, proactively resolving project issues and mitigating risks.
9. Analyze interdependencies between workstreams and assess the impact of process changes.
10. Continuously drive SLA improvements and optimize production plans to ensure TAT compliance.
11. Review and refine statistical trends related to client satisfaction, productivity, accuracy, and efficiency.
12. Ensure adherence to organizational policies, objectives, and regulatory compliance.

People Management

1. Conduct periodic check-ins, one-on-ones, and skip-level meetings to assess employee engagement.
2. Act as a bridge between leadership and employees, escalating unresolved concerns to senior management.
3. Foster a culture of collaboration, accountability, and continuous learning within the team.

Process Improvement & Strategic Initiatives

1. Work closely with Quality, Admin, HR, and Product Delivery teams to ensure seamless operations.
2. Identify and implement process improvement initiatives to enhance efficiency and service quality.
3. Drive automation and digital transformation efforts to streamline workflows.
4. Lead floor-level engagement initiatives to boost employee satisfaction and reduce attrition.

Skills & Qualifications

• Experience: 10+ years in Payer-side operations, preferably within US healthcare claims processing.
• Leadership: Strong ability to manage teams, drive performance, and develop future leaders.
• Communication: Excellent verbal and written communication for stakeholder engagement.
• Problem-Solving: Proactive approach to issue resolution and process enhancements.
• Process Improvement: Proven experience in automation, workflow optimization, and operational efficiency.
• Stakeholder Management: Ability to collaborate effectively across multiple departments and functions.