Assistant Manager-Back Office-Underwriting Support

1 week ago

Manila, National Capital Region, Philippines EXL Full time ₱600,000 - ₱800,000 per year

Performance parameters

  • Service Level Agreement
  • Quality and productivity Improvement as per agreed Key Performance Indicators
  • AHT as per agreed KPIs
  • Process performance
  • Level of subject matter expertise – To be able to support team queries

Any other essential function that may occur from time to time as directed by the Supervisor

Role/Responsibility- Upskill and manage team performance at an hourly/daily/weekly/monthly level

  • Manage teams and ensure AHT, quality and productivity targets are met
  • Motivate team members and control attrition
  • Complaint and escalation management
  • Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
  • Provide coaching and feedback to team members to enable them to improve their performance.
  • Assist new hires such that they are productive on the floor in the shortest possible time frame
  • Client Interaction, where required – Daily/Weekly/Monthly
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.
  • Collect and provide data required for various audits like GI/Internal Audit
  • Effectively manage queue and balancing of work loads

Competencies & Skills

  • Prior Team lead Experience preferably International Inbound CSRs
  • Knowledge of the function, process and systems
  • Coaching and Feedback ability
  • Clear written and verbal communication
  • Effective operations management
  • Excellent problem-solving skills

Values & Behavior

  • Leadership, determined, resilient, perseverant and persistent
  • Customer Service Orientation
  • Quality Orientation
  • Empathy for effective on the job coaching and feedback

Education Requirements

  • Bachelor's Degree is preferred
  • Graduated with a minimum of an Associate's Degree from an accredited institution if Supervisory experience in the field is more than a year full supervisor experience

Work Experience Requirements
Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of supervisory experience in international Voice business, preferably in US client domain and Insurance industry.

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