Assistant Manager, Operations

3 days ago

Eastwood Metro Manila, Philippines ESOL IT SERVICES INC. Full time
Position Overview

The Assistant Manager – Operations will oversee end-to-end claims processing and customer service delivery for home insurance policies. The role ensures accurate assessment and timely resolution of claims, adherence to Australian insurance regulations, and compliance with client SLAs.

Qualifications
  • Preferably a College Graduate.
  • Minimum 2 years supervisory experience in a BPO setting.
  • Strong leadership, stakeholder management, and team-building skills.
  • Excellent analytical and problem-solving abilities.
  • Proficiency in MS Office and familiarity with insurance-related tools or systems.
  • Knowledge of Australian insurance processes, risk management, and regulatory compliance is an advantage.

Key Responsibilities
  • Manage end-to-end home insurance claims processing and customer service delivery.
  • Ensure achievement of operational KPIs including AHT, NPS, and productivity targets.
  • Oversee daily operations, monitor performance, and manage escalations.
  • Lead, mentor, and coach agents while fostering a culture of accountability and engagement.
  • Conduct coaching, feedback sessions, and performance appraisals.
  • Act as primary point of contact for client communication and escalations.
  • Provide accurate and timely operational reports and performance updates.
  • Identify gaps and implement process improvements to enhance efficiency.
  • Support automation and digital transformation initiatives.
Key Competencies
Functional Competencies
  • Client Focus: Understands client needs and delivers exceptional service.
  • People Leadership: Inspires, coaches, and develops teams to achieve high performance.
  • Operational Excellence: Drives efficiency, quality, and continuous improvement.
Behavioral Competencies
  • Proactively engages and responds to client needs.
  • Builds trust, motivates teams, and encourages collaboration.
  • Stays focused on KPIs and delivers measurable outcomes.
  • Adapts effectively to shifting priorities and business needs.
  • Communicates clearly and confidently across all levels.
  • Problem Solving & Decision-Making: Uses data-driven insights to address issues and make sound decisions.
  • Integrity & Ethics: Upholds ethical standards and ensures compliance with organizational policie

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