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SOLUTION ARCHITECT L2

Potential Role Name Solution Architect L2
Potential Band Alignment C2
Role Profile Individual Contributor
Role Purpose The purpose of this role is to define secure integration strategies, devise solution frameworks for enterprise systems, and identify infrastructure dependencies to enable efficient and compliant implementation.
Area of Responsibility Solution Architect – II
Requirement Analysis Collaborate with business leaders and technical teams to define solution strategies that align with enterprise IT roadmap, security, and risk management requirements, ensuring implementation feasibility across multiple systems.
  • Designing Create design frameworks for enterprise systems, review implementation across applications, and assist in creating reusable patterns and governance processes to ensure proper integration and risk control.
    Integration assessment and support Define integration framework, manage infrastructure dependencies, and create strategies for secure and efficient integration across enterprise systems.
  • Troubleshooting Assess the solution in the client environment and address any issues identified during the troubleshooting process through appropriate remediation steps.
Risk Analysis and Assessment Identify potential risks, potential impact and define governance processes for risk management and compliance across enterprise solutions and review its adherence.

FIRST LINE MANAGER (FLM) L2

Role Purpose

The purpose of this role is to execute the process and drive the performance of the team on the key metrices of the process.

Do

  • Ensure process is executed as per the client contract

    • Conduct briefings before every shift to drive focus on key metrices and debrief at the end of the shift to drive focus of the team on quality and adherence to contract compliance processes
    • Prepare notes from the huddle meetings and share it with the team
    • Prepare and share the performance data of the team with the client at the end of the shift
    • Interact with the client and prepare note to share updates and changes with the team
    • Review the performance on the key process metrices and conduct RCA to improve quality parameters
    • Prepare presentation on weekly and monthly performance data for the manager to be shared with the client
    • Collaborate and influence internal key stakeholders to manage and resolve issues to ensure fulfillment and flawless delivery of projects
    • Be part of the discussion between manager and WFM team on forecast and number of agents required
    • Organize fun hours on Friday for the team to promote team engagement
    • Identify opportunities for automation within the account and share it with the manager
    • Provide details and data to the automation team to support the automation initiative

  • Drive performance of the team on the identified metrices of the process

    • Review last 6-8 weeks performance data (RAG) and identify low performers
    • Provide feedback and coach the outliers/ low performers to improve their performance metrices
    • Prepare Performance Coaching & Counselling Plan (PCCP) to document and support the low performers
    • Handhold the employees on performance on process and monitor for improvements
    • Identify training needs for new joiners especially and track their daily progress
    • Conduct process trainings as well as refresher trainings are provided to bridge the capability gap or if there is any change from the client’s end

  • Stakeholder Interaction & Management

    • Coordinate with internal and external stakeholders to ensure compliance and quality in the delivery for accounts
    • Interact and engage with the client manager to communicate and update progress against account plan, project delivery etc.
    • Participate in monthly review meetings with Account Delivery leadership updating them on the status and progress of the account
    • Work with quality team to ensure the quality improvements as per the delivery standards of the contract
    • Provide timely assistance in case of an escalation and support resolution of escalations/ issues

  • Effective Team Management

  • Resourcing

    • Hire adequate and right resources for the team
  • Talent Management
    • Ensure adequate onboarding and training for the team members to enhance capability & effectiveness
    • Build an internal talent pool and ensure their career progression within the organization
    • Manage team attrition
    • Drive diversity in leadership positions

  • Performance Management

    • Set goals for the team, conduct timely performance reviews and provide constructive feedback to own direct reports
    • Ensure that the Performance Nxt is followed for the entire team

  • Employee Satisfaction and Engagement

    • Lead and drive engagement initiatives for the team
    • Track team satisfaction scores and identify initiatives to build engagement within the team

Project Lead – L1

We are looking to fill Project Lead position for product migration assignment. Project Lead position for product migration assignment will be remote and require no travel. The Project Lead will act as a primary contact to external customers (Physicians and Hospitals) while working closely with cross-functional teams to manage product migration tasks. The role will be responsible for planning, coordinating and managing Revenue Cycle solutions product migration activities. Primary responsibilities of a Project Lead include:

  • Manage the product implementation of existing clients adding new business or modifying current business
  • Responsible for client outreach to “kick off” the product implementation/migration process
  • Present project plan to client on product modules to be implemented per signed contract
  • Set client expectations and define scope of product migration activities
  • Responsible to educate client on best practices and guide them through the product migration phase
  • Manage all communication with the client including conducting meetings and conference calls
  • Must be responsible for the coordination, communication and accurate reporting of all migration related activities under the supervision of Program Manager
  • Facilitates training needs, schedules client training and reports on training completed
  • Ability to manage multiple projects concurrently with aggressive timeframes
  • Complete projects within set timelines while mitigating risks that could cause the project to delay.
  • Manage detailed work plans, schedules and client status reports.
  • Responsible for tracking and managing client product migration deliverables
  • Responsible for gathering client requirements and collaborating with internal departments to resolve issues related to the client product migration
  • Ensure successful hand-off to client services group for on-going support post product migration
  • Collaborate with internal departments to resolve client questions and issues during product migration
  • Responsible for keeping the project on track and in scope, anticipating and assessing project issues
  • Responsible for developing resolutions working with the team and management, to meet productivity, quality, and client-satisfaction goal

PROJECT MANAGER L2

Potential Role Name Project Manager L2
Potential Band Alignment C2
Role Purpose The purpose of this role is to establish and lead a robust delivery framework across complex technology and application landscapes, while ensuring optimal resource utilisation, effective risk management, and the proactive identification of value-creation and mining opportunities.
Areas of Responsibility
Project Planning Define delivery frameworks across complex software applications tools for multiple LOBs. Lead integrated planning, resource allocation, and governance setup while identifying risks and ensuring alignment with strategic business outcomes.
Scope, Schedule, and Configuration Management Review project deliverables and improve execution by defining new tools and processes, ensuring efficiency through continuous improvement and leveraging AI to enhance operational excellence.

Prepare governance reports across multiple LOBs by consolidating MIS and dashboards for leadership reviews.

Implement cross-LOB governance frameworks to minimize process exceptions and revenue leakage.
Resource/Team Management Oversee resource allocation plan, attrition rate and define resource optimization strategies for onshore and offshore teams across multiple LOBs.

Define performance evaluation criteria and establish career development plans for onshore and offshore teams.
Quality & Risk Management Develop risk management strategies to identify, assess, and mitigate project risks and lead continuous improvement efforts to enhance project outcomes.
Engagement Economics Monitor project estimates vs actuals and manage resource allocation for a LOB.

Responsible for financial accountability for top-line and bottom-line growth across multiple LOBs.

Oversee revenue realization and margin improvement initiatives at program level.
Pursuit Management Participate in RFPs, Identification of mining opportunities in the existing accounts and Go-to-Market materials for multi-LOB solutions.

Participate in client discussions to finalize commercial estimates and strategic pursuits.

SOLUTION ARCHITECT L1

Potential Role Name Solution Architect L1
Potential Band Alignment C1
Role Purpose The purpose of this role is to design solution architecture for cross-system interactions and business logic integration, ensuring seamless interoperability across multiple applications.
Area of Responsibility Solution Architect – I
Requirement Analysis Participate in requirement discussions with client stakeholders to define solution and implementation level needs basis the business requirements.
Designing Create solution architecture designs to meet cross-system interactions and business logic integration requirements, ensuring system cohesion across multiple applications.
Integration assessment and support Assess and evaluate interactions across multiple applications by evaluating implementation dependencies and integration requirements.
Troubleshooting Support validation of solution components during implementation and ensures the solution functions as designed.

DEVELOPER L3

Role Purpose

The purpose of this role is to design, test and maintain software programs for operating systems or applications which needs to be deployed at a client end and ensure its meet 100% quality assurance parameters

Do

1. Instrumental in understanding the requirements and design of the product/ software

  • Develop software solutions by studying information needs, studying systems flow, data usage and work processes
  • Investigating problem areas followed by the software development life cycle
  • Facilitate root cause analysis of the system issues and problem statement
  • Identify ideas to improve system performance and impact availability
  • Analyze client requirements and convert requirements to feasible design
  • Collaborate with functional teams or systems analysts who carry out the detailed investigation into software requirements
  • Conferring with project managers to obtain information on software capabilities

2. Perform coding and ensure optimal software/ module development

  • Determine operational feasibility by evaluating analysis, problem definition, requirements, software development and proposed software
  • Develop and automate processes for software validation by setting up and designing test cases/scenarios/usage cases, and executing these cases
  • Modifying software to fix errors, adapt it to new hardware, improve its performance, or upgrade interfaces.
  • Analyzing information to recommend and plan the installation of new systems or modifications of an existing system
  • Ensuring that code is error free or has no bugs and test failure
  • Preparing reports on programming project specifications, activities and status
  • Ensure all the codes are raised as per the norm defined for project / program / account with clear description and replication patterns
  • Compile timely, comprehensive and accurate documentation and reports as requested
  • Coordinating with the team on daily project status and progress and documenting it
  • Providing feedback on usability and serviceability, trace the result to quality risk and report it to concerned stakeholders

3. Status Reporting and Customer Focus on an ongoing basis with respect to project and its execution

  • Capturing all the requirements and clarifications from the client for better quality work
  • Taking feedback on the regular basis to ensure smooth and on time delivery
  • Participating in continuing education and training to remain current on best practices, learn new programming languages, and better assist other team members.
  • Consulting with engineering staff to evaluate software-hardware interfaces and develop specifications and performance requirements
  • Document and demonstrate solutions by developing documentation, flowcharts, layouts, diagrams, charts, code comments and clear code
  • Documenting very necessary details and reports in a formal way for proper understanding of software from client proposal to implementation
  • Ensure good quality of interaction with customer w.r.t. e-mail content, fault report tracking, voice calls, business etiquette etc
  • Timely Response to customer requests and no instances of complaints either internally or externally

Deliver

No. Performance Parameter Measure
1. Continuous Integration, Deployment & Monitoring of Software 100% error free on boarding & implementation, throughput %, Adherence to the schedule/ release plan
2. Quality & CSAT On-Time Delivery, Manage software, Troubleshoot queries, Customer experience, completion of assigned certifications for skill upgradation
3. MIS & Reporting 100% on time MIS & report generation

DEVELOPER L3

Potential Role Name Developer L3
Potential Band Alignment B2

Role Purpose

The purpose of this role is to develop and test software modules based on client requirements and prepare project documentation while coordinating with cross-functional teams to ensure quality delivery.

Areas of responsibility
Gathering of requirements Assist in conducting workshops and discussions with client stakeholders to gather business process requirements.
Coding and Configuration Develop and deliver code for assigned modules, in alignment with client requirements ensuring proper integration with system components.

Work on assigned modules using standard practices and documentation protocols.
Testing and Trial Runs Execute testing for assigned modules, validate functionality across required interactions, and participate in User Acceptance Testing (UAT) sessions.

Assist in root cause analysis to identify bugs and errors.
Implementation Participate in implementation of software application and its integration with other systems to ensure stability.
Maintain Documentation Prepare detailed reports and documentation on project specifications, activities, and status, while presenting information using flowcharts, layouts, diagrams, code comments, and clear, well-structured code.
Stakeholder Collaboration Collaborate with cross functional teams to understand requirements, support development activities, check system compatibility, and ensure solutions meet expected standards.

DEVELOPER L3

Potential Role Name Developer L3
Potential Band Alignment B2

Role Purpose

The purpose of this role is to develop and test software modules based on client requirements and prepare project documentation while coordinating with cross-functional teams to ensure quality delivery.

Areas of responsibility
Gathering of requirements Assist in conducting workshops and discussions with client stakeholders to gather business process requirements.
Coding and Configuration Develop and deliver code for assigned modules, in alignment with client requirements ensuring proper integration with system components.

Work on assigned modules using standard practices and documentation protocols.
Testing and Trial Runs Execute testing for assigned modules, validate functionality across required interactions, and participate in User Acceptance Testing (UAT) sessions.

Assist in root cause analysis to identify bugs and errors.
Implementation Participate in implementation of software application and its integration with other systems to ensure stability.
Maintain Documentation Prepare detailed reports and documentation on project specifications, activities, and status, while presenting information using flowcharts, layouts, diagrams, code comments, and clear, well-structured code.
Stakeholder Collaboration Collaborate with cross functional teams to understand requirements, support development activities, check system compatibility, and ensure solutions meet expected standards.

DEVELOPER L3

Potential Role Name Developer L3
Potential Band Alignment B2

Role Purpose

The purpose of this role is to develop and test software modules based on client requirements and prepare project documentation while coordinating with cross-functional teams to ensure quality delivery.

Areas of responsibility
Gathering of requirements Assist in conducting workshops and discussions with client stakeholders to gather business process requirements.
Coding and Configuration Develop and deliver code for assigned modules, in alignment with client requirements ensuring proper integration with system components.

Work on assigned modules using standard practices and documentation protocols.
Testing and Trial Runs Execute testing for assigned modules, validate functionality across required interactions, and participate in User Acceptance Testing (UAT) sessions.

Assist in root cause analysis to identify bugs and errors.
Implementation Participate in implementation of software application and its integration with other systems to ensure stability.
Maintain Documentation Prepare detailed reports and documentation on project specifications, activities, and status, while presenting information using flowcharts, layouts, diagrams, code comments, and clear, well-structured code.
Stakeholder Collaboration Collaborate with cross functional teams to understand requirements, support development activities, check system compatibility, and ensure solutions meet expected standards.

DEVELOPER L3

Potential Role Name Developer L3
Potential Band Alignment B2

Role Purpose

The purpose of this role is to develop and test software modules based on client requirements and prepare project documentation while coordinating with cross-functional teams to ensure quality delivery.

Areas of responsibility
Gathering of requirements Assist in conducting workshops and discussions with client stakeholders to gather business process requirements.
Coding and Configuration Develop and deliver code for assigned modules, in alignment with client requirements ensuring proper integration with system components.

Work on assigned modules using standard practices and documentation protocols.
Testing and Trial Runs Execute testing for assigned modules, validate functionality across required interactions, and participate in User Acceptance Testing (UAT) sessions.

Assist in root cause analysis to identify bugs and errors.
Implementation Participate in implementation of software application and its integration with other systems to ensure stability.
Maintain Documentation Prepare detailed reports and documentation on project specifications, activities, and status, while presenting information using flowcharts, layouts, diagrams, code comments, and clear, well-structured code.
Stakeholder Collaboration Collaborate with cross functional teams to understand requirements, support development activities, check system compatibility, and ensure solutions meet expected standards.

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