Enterprise Operations Process Delivery Specialist

2 weeks ago

Quezon City, National Capital Region, Philippines IBM Full time
Introduction
Process Delivery Specialist has process knowledge and experience across the business processes supported for their clients; understands a client's strategy, priorities, and operations in the context of daily operational activities. This role is required to conduct daily process transactions, develop and implement process and operational improvements to meet client and IBM requirements. These professionals require skills in business operations, process management and compliance and an understanding of the process best practices and tools to execute their client's core business processes. Uses judgment in choosing task-routine.

Your Role and Responsibilities
Responsible for answering customer queries, dealing with complaints, and providing potential customers with detailed information about our products. They interact with customers on a daily basis, helping them to understand their policies and answer any questions they may have about coverage or claims.

You should have a friendly and professional demeanor, good communication skills, and the ability to stay calm under pressure.
  • Receives inbound calls to provide customer service support to policy holders, agents, 3rd party callers and new customers
  • Conducts research through maximizing all available resources and provides the necessary information in response to queries from callers
  • Provides resolutions to caller problems and issues including researching and exploring alternative solutions
  • Creates promised solutions or after call work and escalates unresolved issues outside of his/her scope
  • Accepts payment and initiates disbursement requests over the phone
  • Navigates through a computerized data entry system or other relevant applications
  • Manages documentation of all call information according to standard operating procedures
  • Process callbacks for minor requests like faxing/emailing policy information, send letters to another address or confirmation of payments received
  • Undertakes all compliance and regulatory training in line with company requirements
  • Accountable in keeping up with process related learnings/training and meet performance standards set by the business
  • Completes customer's transactional requests as provided by caller.
  • Employs probing questions and actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation
  • Demonstrates accuracy in processing changes to customer policies based on the information provided
  • Actively listens to customer issues or questions, showing interest and compassion and displaying empathy for the caller's situation.
  • Ensure facilitation of first call resolution and customer satisfaction on all transactions handled.
  • Be able to handle any requests regarding customer documentation (to include all documents sent out by our company) and be able to clearly explain them including any follow-ups required on our customer's part.


Required Technical and Professional Expertise
  • If college graduate, more than 1yr of relevant work experience in a call center
  • If college undergraduate, 1-2yrs of relevant work experience in a call center
  • Excellent written and verbal communication and interpersonal skills.
  • Knowledge in MS Office applications
  • Strong customer focus and adaptability to different personality types
  • Able to work in multi-shift environment, including holidays
  • Able to multi-task, set priorities and manage time effectively
  • Experience in Insurance account is a must.
  • Location: Must be willing to report onsite - Eastwood City Libis
  • Shift: Night Shift

PROFESSIONALISM

  • Demonstrate initiative and responsibility for actions
  • Work independently while maintaining an effective team member mentality
  • Maintain a strong record for attendance and punctuality in arriving at work; attendance and punctuality are mandatory during training – no exceptions

LANGUAGE/COMMUNICATION REQUIREMENTS

  • Ability to read and interpret work-related documents
  • Ability to respond to routine correspondence
  • Ability to listen, speak, and interact effectively with all customers and co-workers, adapting communication for optimal understanding
  • Excellent verbal communication skills required; ability to practice professional telephone etiquette and techniques on all calls

REASONING ABILITY

Ability to understand and follow instructions, both written and verbal.

WORK ENVIRONMENT AND CONDITIONS

Employee must be willing to work a flexible schedule to meet the needs of the account, including overtime, and emergency shifts.

Preferred Technical and Professional Expertise
  • LICENSURE/CERTIFICATIONs REQUIREMENTS
    None

#J-18808-Ljbffr

  • Lead Enterprise Data Architect

    2 weeks ago

    Quezon City, National Capital Region, Philippines Advanced Energy Management Limited Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Create Alert Select how often (in days) to receive an alert: About Advanced EnergyAdvanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control...

  • Enterprise Solutions Architect

    2 weeks ago

    Quezon City, National Capital Region, Philippines Solaireresort Full time

    Enterprise Solutions ArchitectQuezon City, Philippines | Posted on 04/30/2024 State/Province National Capital Region (Manila) Country Philippines Job Description The role of Enterprise Solution Architect is to lead Solution Architects in building architecture, design andimplementation to support various enterprise-wide services and digital-experience...

  • enterprise solutions supervisor

    2 weeks ago

    Quezon City, National Capital Region, Philippines National Grid Corporation of the Philippines Full time

    Reporting to the Enterprise Solutions Manager, the successful candidate will be responsible in the development and design of appropriate processes in conjunction with functional managers He/She will also be responsible in supervising and assigning the work of personnel or team in the areas of finance, budgeting, and billing systems.Leads the team in the...

  • Sales Operations Specialist

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines SSI Acquire BPO Solutions Inc. Full time

    Sales Operations Specialist page is loaded Sales Operations Specialist Apply locations Mandaluyong City time type Full time posted on Posted 2 Days Ago job requisition id R8928 We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come...

  • Enterprise Account Manager

    2 weeks ago

    Makati City, National Capital Region, Philippines Hewlett Packard Full time

    This role is responsible for developing and executing strategic account plans to deliver solutions aligning with both client objectives and the organization's offerings. The role collaborates with internal teams to identify opportunities for business growth within existing enterprise accounts through upselling and cross-selling. The role engages with sales...

  • Process and Control Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines ANZ Full time

    About The RoleAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.As a Process and Control Specialist, you are responsible for driving efficiency, consistency, and integrity across key processes within Financial Control and broader...

  • Head of Service Delivery and Operations

    2 weeks ago

    Makati City, National Capital Region, Philippines Globe Telecom, Inc. Full time

    Head of Service Delivery and Operations page is loaded Head of Service Delivery and Operations Apply locations 14F The Globe Tower time type Full time posted on Posted 30+ Days Ago job requisition id R At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference,...

  • Process and Control Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines Australia and New Zealand Banking Group Limited Full time

    Press Tab to Move to Skip to Content Link Select how often (in days) to receive an alert: Select how often (in days) to receive an alert: At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. As a Process and Control Specialist, you...

  • Datacenter Operations Specialist

    2 weeks ago

    Quezon City, National Capital Region, Philippines Lancesoft Full time

    Company : BancNetLocation: MakatiWork Arrangement: onsite.Permanent RoleRole: Data Center Officer:The Data Center Operations Officer is responsible for assisting the Data Center Operations Department Head in establishing the unit's strategy and overseeing the daily operations with the objective of meeting agreed SLAs.The DCO Officer is expected to perform...

  • Specialist - Market Risk

    4 weeks ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Job Description Summary Responsible for monitoring and managing Trading & Supply's Risk and exposures daily. Executes controlled processes to complete a virtual close of the Trading & Supply books every day, including: maintaining the operational integrity Market Risk processes and controls, identifying fit for purpose processes, maintaining observable...

  • Specialist - Market Risk

    2 months ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Job Description Summary Responsible for monitoring and managing Trading & Supply's Risk and exposures daily. Executes controlled processes to complete a virtual close of the Trading & Supply books every day, including: maintaining the operational integrity Market Risk processes and controls, identifying fit for purpose processes, maintaining observable...

  • Specialist - Market Risk

    1 week ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Job Description Summary Responsible for monitoring and managing Trading & Supply's Risk and exposures daily. Executes controlled processes to complete a virtual close of the Trading & Supply books every day, including: maintaining the operational integrity Market Risk processes and controls, identifying fit for purpose processes, maintaining observable...

  • Controls Assurance Specialist

    2 weeks ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell's business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our...

  • Controls Assurance Specialist

    7 days ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell's business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our...

  • Trade Operations Specialist

    2 weeks ago

    Quezon City, National Capital Region, Philippines Biocostech Philippines Corporation Full time

    Job Summary:As the Trade Operations Specialist for Modern Trade Account, you will be vital in ensuring flawless execution of our products at the store level. In this role, you will have the opportunity to ensure that our shoppers will be able to see, touch, and experience the product through excellent display, complete must-carry assortment, and correct...

  • Process Excellence Delivery Analyst

    2 weeks ago

    Quezon City, National Capital Region, Philippines Arch Global Services (Philippines) Inc. Full time

    Tasks/ResponsibilitiesAssist in the deployment of a Lean Transformation with specific responsibility of initiatives and continuous improvement practices and routines.Guide the current state and future state, implementation plan, along with impact and value of changes (in strong cooperation with business or service unit experts).Develop and nurture strong...

  • Joint Venture BTC Specialist

    2 months ago

    Makati City, National Capital Region, Philippines Shell Business Operations Full time

    Job Purpose This role is responsible in performing day to day operational requirements for Upstream Joint Venture Accounting (JVA) Latin America for Shell Operated and Non- Operated JV assets, with the following primary accountabilities:Ensure cash calls are within the approved budget and appropriately booked in the rightful cost element,Ensuring that cash...

  • Enterprise Operations Record to Report Professional

    2 weeks ago

    Quezon City, National Capital Region, Philippines IBM Full time

    IntroductionThe Record to Report Analyst is essential to the ongoing profitable operations for one of the most globally recognized and respected companies in the world. By overseeing our financial activities, you will enable IBM to continue to bring to market ground-breaking innovations such as Artificial Intelligence, Cognitive Solutions, Cloud...

  • Vice President, Delivery Leader

    2 weeks ago

    Quezon City, National Capital Region, Philippines Genpact Full time

    Job Description - Vice President, Delivery Leader (CPG Vice President, Delivery Leader - CPG050952 Genpact (NYSE:G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for...

  • Enterprise Architect

    2 weeks ago

    Makati City, National Capital Region, Philippines RecruiterPH Full time

    Job DescriptionResponsibilities:Leads a team of analysts to establish and manage well-designed and implemented enterprise architecture.Responsible for the analysis, design, and development of architecture and business-capability models.Defines the roadmap and programs toward the target architecture based on EA standards and best practices.Conducts process...