Roan Joy L. Agulto

Manage the daily operations of Policy Checking and General Policy Services for Southeast Region and oversee QA/SME group activities.

Accountabilities

Leadership Function

• Monitors team’s performance on a real-time, daily, weekly and monthly
• Responsible for directional leadership and motivational development of the team to maintain a high performing customer service environment
• Regular monitoring of volume trends, capacity, KPI, etc. to ensure performance goals are being met
• Prepares and implements operational plan to address service issues, meeting/exceeding the Service Level Agreement, identifying attrition risks and mitigation scheme
• Strictly implements compliance policy by ensuring adequate compliance resource and training.

Transition and Project Management

• Part of working group for process transformation for Policy Services
• Ensure process change are implemented seamlessly and are continuously being monitored for any potential gaps
• Demonstrate excellent project management and execution

Process Support

• Manage QA and SMEs group; setting their monthly targets and priorities related to quality and process improvement
• Consistent participation in process meetings to address process gaps and improve quality across functions
• Regularly monitors current processes and implements process improvements

Training and Quality Control

• Involves in the hiring process by conducting business interview for potential candidates
• Ensures that new hires training curriculum are up to date and aligned with the current SOP
• Monitors and assess trainees' performance to check knowledge and understanding of the job until they graduate and endorse to operation
• Facilitates process calibration to ensure processes between the team are up to date and aligned

Escalations

• Investigate, escalate and ensure that all issues are effectively resolved
• Technology issues are documented and resolved in a timely manner
• Disciplinary actions initiated per company guidelines

• Analyzed quality and performance data to support operational decision-making.
• Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
• Developed and maintained quality assurance procedure documentation such as dispute process and quality management framework
• Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

• Supervised a team that performs an end to end process of Health Insurance membership from data entry, enrollment and maintenance functions
• Managed the day–to-day planning, operation and problem-solving of the team to meet the required service level components
• Acted as the communication conduit between client, management, and agents
• Managed team members performance through realtime feedback and maximize team's capability
• Part of Compliance Capability team that focuses on security, risk and compliance

• Perform audits from operation’s production output based on the standard sampling and document findings based on the audit process and procedures,
• Maintain regular communication with the Line Managers to proactively address gaps and/or report milestones achieved
• Perform Root Cause Analysis on each associate to identify potential gaps in the process or other encompassing causes of the errors
• Collaborate with onshore OE, auditors and operation’s SME to ensure process alignment
• Lead and facilitate audit calibrations as initiative for process streamlining
• Conduct new hire training for incoming associates

• Performed data entry process for a health insurance account and ensure SLA metrics for both quality and productivity are met
• Acts as team’s SME by providing assistance for encountered complex scenarios and process related concerns.
• Responds to high priority and/or complex client requests to ensure that they are handled quickly and appropriately.
• Conducts process training for new hires and provides reports evaluations.
• Joined Team Captaincy program to build and enhance talent, knowledge and capabilities in managing a team
• Identified as team’s OIC in absence of supervisor.