Job Description
Key Responsibilities
1. Operational Leadership & Performance
• Manage daily adjudication operations ensuring accuracy, productivity, and SLA attainment.
• Oversee team performance through dashboards, scorecards, and KPI monitoring.
• Lead daily/weekly huddles, coaching sessions, and escalations.
• Implement an Attendance and Performance Early Warning system to prevent SLA risks.
• Drive continuous improvement initiatives to reduce errors, processing delays, and rework.
2. Training Program Ownership (End-to-End)
Fully own all training pillars, including:
Curriculum Development & Materials
• Create structured training programs, curriculum, and learning modules for all levels.
• Maintain training documents, guides, SOPs, and reference materials.
Assessments & Certifications
• Develop quizzes, evaluations, certification exams, and progression criter...
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