QA Lead

About Us:

Deployed Philippines is an outsourcing company that provides remote staffing services to clients globally that are looking to expand their teams. We choose to work closely with our clients, ensuring that staff have the opportunity of working with those that value and reward staff. Here, our staff are not just a product of Deployed, but part of Deployed.

Position Overview:

We are seeking a highly motivated, goal-oriented, and results-driven professional with a strong understanding of the Fire & General Insurance underwriting industry—preferably with experience in Australia or New Zealand (though this is not essential). The ideal candidate will possess excellent communication skills to liaise effectively with Advisers and aligned Brokers, and confidently handle customer queries via email, our online portal, and occasionally over the phone.

1. General Responsibilities

• Serve as the primary point of contact for internal and external advisers and stakeholders.
• Act as the communication bridge between NZFA and Deployed for employee-related matters.
• Maintain and update office policies and procedures.
• Ensure accuracy and compliance across all operational processes.
• Liaise with stakeholders to update policy wordings and schedules in internal systems.
• Provide technical support to onshore teams:
• Troubleshoot system access issues.
• Guide platform usage.
• Escalate complex problems to IT or vendors.
• Collaborate with the Accounts team to:
• Resolve payment discrepancies.
• Assist with financial reconciliations.
• Align schedules with policy data.

2. Managerial Responsibilities

• Work with Senior Management to implement operational structures in line with NZFA Group's strategic direction.
• Ensure compliance with company guidelines and policies.
• Lead and promote high-performance standards across the operations team.
• Oversee staff development and implement training programs.

3. Reporting & Analysis

• Compile and distribute monthly New Business and Renewal Reports for Advisers and Management.
• Prepare and analyze Broker Budget reports (actuals vs. forecasts).
• Provide forward-looking estimates for New Business and Renewals based on trends.
• Document meeting minutes and follow up on action points from staff meetings.

4. Employee Onboarding

• Coordinate account setup for new hires (e.g., Gmail, FBA, Pipedrive, CRM, Insight, Insly).
• Ensure all tools/software are ready before team members' start dates.
• Manage onboarding logistics (phones, uniforms, password setup).
• Collaborate with Deployed IT to ensure system readiness for Manila-based staff.

5. Operational Oversight

• Monitor system access and usage for risks or red flags.
• Assess and refine business processes; document and approve deviations.
• Support team understanding and compliance with updated processes.
• Drive policy administration:
• Ensure documentation accuracy.
• Handle amendments and transactions.
• Lead internal audits and implement improvements as required.

6. Day-to-Day Operations

• Oversee smooth daily operations across teams.
• Provide ongoing coaching and development.
• Communicate procedural changes clearly to all team members.
• Perform additional duties as reasonably requested, aligned with the role.

Qualifications:

• CRM & Excel Proficiency

Skilled in using CRM systems and Microsoft Excel for tracking, reporting, and process analysis.

• Leadership Experience

Demonstrated ability to lead and manage diverse teams, including Underwriting, Administrative Support, Claims, and Collections.

• Proactive Mindset

Possesses a hands-on, can-do attitude with a strong sense of initiative and operational involvement.

• Customer Service Excellence

Proven capability in assisting clients with policy-related inquiries and follow-ups, ensuring high customer satisfaction.

• Collaborative Communication

Able to work closely with senior staff and deliver actionable insights and reports to Senior Management.

• Training & Development

A comprehensive induction and training program will be provided to ensure in-depth knowledge of our underwriting platform, technical solutions, and the overall industry landscape.

Why you should join our team

Leaves entitlement, HMO and life insurance upon hire

Ready to take on the next challenge? If you're looking for an organisation with outstanding career-development opportunities, amazing work-life culture, and comprehensive benefits crafted to support work-life harmony, you might be a perfect fit at Deployed

At Deployed, we truly believe that our team is the core highlight of our brand. With our goal of being a top business partner for our global clients, we take it as a responsibility to build a diverse, inclusive, and growth-oriented work environment where employees of all backgrounds and lifestyles feel a sense of belonging, mutual respect, and kindness.