Job Description

:Summary. Responsible for Ongoing Client delivery of quality service /audits & First level quality check

• Identify, share, and support operational improvements

• Cross Trainings for team members as part time trainer.

• Provide input for ongoing coaching of team members/ Mentor team members on performance

• Responsible for WF reconciliation/research cases

• Providing support in daily reporting such as WF and Siebel dump.

Detailed Responsibilities Review orders for critical clients. 90% of the time is invested on production.

• Executes Issue/Query/ Workflow Resolution and ensures proper documentation and follow-up takes place
• Resolve written queries according to standard procedures and within agreed targets in order to ensure Participant satisfaction
• Ongoing Client delivery of quality service /audits & First level quality check
• Ensure service accuracy through compliance (TAT)
• Maintain and Consolidates documentation of SOPs/Operating Instructions
• Identify, share, and support operational improvements
• Assists with creating and monitoring team schedules/ calendars/ training plans
• Provide input for ongoing coaching of team members/ Mentor team members on performance
• May assist with any of the Role's- Part-time trainer/ Quality/ Audit/ MIS
• Actively identify, learn, share, apply and disseminate benefit process knowledge, best practice and process improvements.
• Identify, research, and evaluate participant issues, thereby suggest enhancements to ensure effective service delivery.
• Compliance to TRBS & MIS
• Reporting Data Logging-WAT compliance

Role Complexity

• Research on aligned QDRO deliverable/task

• Need based interaction with onshore & End client.

Discretion

• Decisions have impact on the quality of assigned tasks

• Decisions are typically guided by QDRO knowledge.

• Decisions or failure to achieve results can impact the SLA and TAT of aligned projects.

Role-specific Technical Skills and Knowledge Excellent process knowledge of QDRO form type

• Ability to refine processing procedures based on "big picture" understanding
• Has the experience and understanding to interpret SOP and translate it to the ongoing processing environment for enhancing customer service delivery.
• Ability to clearly document processing procedures into an SOP format
• Ability to identify process improvement areas
• Ability to properly research, identify, and document a system defect
• Good understanding of various Systems/ applications being used to process a participant issue
• Ability to understand :-
• a. the client administrative environment
• b. the various Systems being used to process a participant issue
• c. Workflow Management
• d. Defined Benefits (DB), Health Management (HM), or Defined Contribution (DC)
• Ability to take judgmental call from workflow responses.
• Basic understanding of MIS
• Adequate understanding of audit methodology
• Good understanding of Service level agreements and managing them.

Roles & Responsibilities:Work Experience

• Prior knowledge and working experience of QDRO is required.

• 2-3 years of experience is mandatory of QDRO domain

Qualifications:

• Graduate in any discipline

Health and Welfare (HW)

Wipro