Positions in this function are responsible for first-level response and resolution of escalated issues with external and internal customers. Responsible for the overall delivery of benefits and services by providing support and guidance to existing and potential customers to ensure continued membership.

· Provides leadership to and is accountable for the performance and direction through multiple layers of management and senior level professional staff.

· Work most often impacts a large business unit, or multiple markets/sites.

· Develops and executes strategies for a function or discipline that span a large business unit or multiple markets/sites.

· Directs others to resolve business problems that affect multiple functions or disciplines.

· Product, service or process decisions are most likely to impact multiple functions and/or customer accounts (internal or external).

Additional Scope and Guidelines:

· Establish credibility with clients to enhance client outcomes (e.g., knowledge of the healthcare and insurance industries, market-specific information, best practices)

· Demonstrate understanding of client business requirements to ensure that their needs are being met

· Serve as liaison between client and internal business leaders to ensure mutual understanding of needs and clear expectations by all stakeholders

· Identify and coordinate internal resources across multiple business units to address escalated client situations

· Advocate for the client with internal audiences to ensure that client needs are being met

· Manage client expectations to ensure understanding of our capabilities and limitations

· Perform required research/analysis to drive resolution of client issues (e.g., root cause analysis, invoicing, software)

· Escalate client issues to appropriate resources, as needed (i.e., when to escalate, whom to notify)

· Execute resolution of client issues, as needed

· Create partnerships with clients to foster open lines of communication and drive identification of ongoing business opportunities and issues

· Manage assigned accounts, as needed (e.g., manage the relationship, maintain ongoing contact, drive issue resolution, ensure proper service delivery

• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regard to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

· Bachelor’s Degree or equivalent work experience

· Minimum of 15+ experience in leadership, healthcare, customer service or patient experience-related field required

· Able to handle a large team of at least 600 FTEs

· Preferable in voice operations environment experience

· 5+ years of experience monitoring quantitative and qualitative performance measurement and facilitate feedback to improve efficiencies and enhance the quality of the entire consumer experience

· Proficiency in MS Office Suite experience, advanced user in Power Point, Excel

· Strong facilitation and organizational development skills

· Ability to plan, organize and be flexible in response to shifting priorities and multiple clients

· Proven time and resource management skills

· Must be willing to work on US shift, willing to report onsite – QC and Alabang office

· Healthcare experience is an advantage