Billing by piecemeal and not by headcount deployed
Autonomous decision on the team size to deploy on site and team’s work schedule
Responsible for end-to-end process management
Responsible for competency management of team
Adherence to tight deadline to process and certify each claim
Appointment of a dedicated Project cum Account Manager to manage and drive team to achieve the required results
Provision of claim verification and certification services for an Incentive Management and Governance Division. Estimated volume: 2,500 per year.
Service Level Agreement
Meet 100% of the deadlines given
Zero negative feedback
Organized and streamlined the work flow and work process according to peak and non-peak period.
Developed training curriculum and conduct regular training and assessment to manage team competency.
Determined the work volume, work complexity and time spent per task to establish the team size needed and instituted a task allocation matrix to achieve optimal output.
Set up a tracking mechanism to measure the output of each staff and monitor the workload closely in order to kick in contingency plan where necessary.
Introduced a robust incentive scheme to drive productivity and to achieve 100% work accuracy
Trained a group of back-end office staff as part of the contingency plan to manage sudden volume surge and manpower downtime
Meet 100% of the deadlines given.
Satisfied customer exercised option to extend the service contract for another year.