Key Responsibilities

1. Operational Leadership & Performance

• Manage daily adjudication operations ensuring accuracy, productivity, and SLA attainment.

• Oversee team performance through dashboards, scorecards, and KPI monitoring.

• Lead daily/weekly huddles, coaching sessions, and escalations.

• Implement an Attendance and Performance Early Warning system to prevent SLA risks.

• Drive continuous improvement initiatives to reduce errors, processing delays, and rework.

2. Training Program Ownership (End-to-End)

Fully own all training pillars, including:

Curriculum Development & Materials

• Create structured training programs, curriculum, and learning modules for all levels.

• Maintain training documents, guides, SOPs, and reference materials.

Assessments & Certifications

• Develop quizzes, evaluations, certification exams, and progression criteria for adjudic...