Assistant Manager-Partner Operations-Operations

6 days ago

Philippines EXL Full time ₱600,000 - ₱1,800,000 per year
Description

Basic Function:

  • Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.
  • Support client's strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products
Responsibilities

Essential Functions:

  • Manage teams and ensure Service Level and quality targets are met
  • Collaborate with client's Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture
  • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
  • Monitor team performance and display a clear level of understanding of all performance reporting
  • Assist new hires such that they are productive on the floor in the shortest possible time frame
  • Provide coaching and feedback to team members to enable them to improve their performance
  • Provide inputs on process and system to the team members
  • Manage the team's adherence to rostered schedules through real time monitoring
  • Ability to manage difficult conversations, irate customers and escalations
  • Client interaction, where required at the level of supervisors
  • Effectively manage queue and balancing of work loads
  • Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement
  • Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change
Qualifications

Skills:

  • Knowledge of the function, process and systems
  • Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance etc.
  • Team management, Coaching and feedback ability
  • Excellent written and verbal communication 
  • Knowledge of the Insurance industry
  • Excellent comprehension skills – read and interpret business requirements
  • Working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
  • Planning skills - ability to prioritize tasks and deliver per deadlines
  • Adherence to EXL and client policies, code of conduct
  • Efficient with Time management

Education Requirements:

  • Graduate with at least fifteen (15) years of education in any discipline

Work Experience Requirements:

  • Minimum 2-years' experience in Leadership role in BPO voice operations; Insurance experience preferred

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