ASM
ASM
Posted on :
05-04-2025
Employer Active
1 Vacancy
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Job Description
- Responsible for building relationships with SNPs over a designated geographic territory including regular onsite visits at partner locations.
- Lead coach support and develop SNPs to build a highperformance culture with a focus on talent mobility and progression retention and continuous engagement.
- Ensure a framework is in place across SNPs to consistently measure and analyze key metrics and program performance against internal targets and client commitments such as SLAs TATs CSAT and NPS.
- Driving capacity planning and sharing volume projections with SNPs.
- Ensure SNPs are approriately trained to achieve required service level standards and expectations as well as effective customer management with appropriate soft skills process management and system access.
- Ongoing performance monitoring SNPs to ensure SLAs are achieve or driving corrective action when SNPs are underperforming.
- Working closely with operations team to identify when proactive intervention is needed with SNPs to ensure service events remain on track.
- Work with functional teams such as Data Analytics and Account Management to maintain and monitor performance dashboard of SNPs within the territory and foster healthy competition with the territory to drive performance as well as benchmarking service/claim cost across SNPs to identify opportunities to improve costs.
- Develop effectiveness in interacting and managing SNPs including but not limited to constantly reenforcing our expectations identifying and addressing root cause(s) of any issues improving partner performance identifying and addressing negative trends and taking corrective action as necessary.
- Supporting field SNP audits as required.
- Partner with Service Network team to create closed loop feedback on vendor performance and share leads for potential new SNPs.
Employment Type
Full-Time
Key Skills
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