Process Lead, Service Delivery, India

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1. Operates a variety of client systems and performs complex tasks and activities without supervision following information security policies, procedures and guidelines. Meets and exceeds client performance standards. - 50%
2. Interacts with co-workers and supervisors to audit and troubleshoot to meet client needs in a timely manner. Takes initiative to find solutions and works effectively as a member of the team. - 15%
3. Develops and implements procedures to meet quality, quantity, and timeliness standards. - 10%
4. Composes clear, polite, and well-organized emails to communicate with clients. Anticipates client needs proactively and takes initiative. - 10%
5. Coaches’ less-experienced staff in learning procedures and insurance knowledge. - 10%
6. Analyzes the root cause of processing problems and keeps team and supervisor, and client informed of issues and solutions. - 5%

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