processing team leader

Role purpose:

Lead the Philippines Office team by managing and overseeing the day-to-day operations. Ensure the team efficiently and effectively process all incoming workload, queries and escalations in line with our company guidelines and deadlines, ensuring a high level of professionalism and accuracy.

Reports to: 

Key Relationships:

Internal: Processing Team, Accounts Team, Key Account Managers, Direct Sales Team, and Head of Operations

External: Direct customers, Motor vehicle dealers, Insurance Brokers, Agents & Advisers

JOB RESPONSIBILITIES:

Administration and Processing

• Efficiently complete assigned tasks within the established timeframes
• Oversee team workload, ensuring the required resource is correctly assigned to the applicable areas
• Assist the team with processing workload as required
• Actively contribute and motivate the team to achieve our annual budget targets
• Obtain and share feedback on risk observations, trends, and potential improvements for our platform and processes
• Review and resolve first-point queries and/or escalations in a timely manner
• Work with the Processing & Data Manager to generate the associated daily, monthly and annual reports
• Enter data into the system (eGlobal) based on submitted broker closings or email
• Ensure all processed information is accurate and matches the terms quoted by our sales teams
• Handle inbound calls as applicable

Customer Service Support

• Respond to customer and broker inquiries (email and phone) professionally and efficiently.
• Provide support to front-line customer service representatives as needed.
• Escalate complex issues to senior team members or relevant departments where appropriate.

Compliance and Quality Control

• Adhere to company policies, procedures, and industry regulations (e.g., Fair Insurance Code, Privacy Act).
• Participate in quality assurance processes and contribute to continuous improvement initiatives.
• Identify and flag any discrepancies, errors, or potential compliance risks.

Team Collaboration

• Collaborate with AR and sales teams to ensure efficient workflow and issue resolution.
• Participate in team meetings and training sessions.

Miscellaneous

• Achieve KPI targets to align with team and individual goals to achieve monthly and annual budgets detailed in the KPI structure.
• Complete assigned tasks and manage folders efficiently within established timeframes
• Offer feedback on risk observations, trends, and potential improvements for our platform and processes
• Handle inbound customer phone queries
• Collaborate with cross-functional teams to improve processes
• Actively contribute to maintaining a safe and healthy work environment by complying with company policies and procedures, and fulfilling duties under the Health and Safety Act
• Any other task that is reasonably required by management

SPECIFICATION:

Education:

• Must have a college degree in any related field

Experience:

• Previous experience leading a team
• Previous experience in a fast paced, high volume data processing environment
• Previous Insurance industry beneficial but not a requirement

Technical Skills:

• MS Word and Excel
• Word processing speed of 50 words per minute or higher
• Proficiency for managing large volumes of data
• Exceptional accuracy and attention to detail

Behavioral competencies:

• Great with people
• Strong Leadership skills
• Team focused and goal-driven attitude
• Strong communication skills, both verbal and written
• Interested in developing Insurance knowledge
• Upbeat and dynamic
• Shows initiative, flair, with the ability to adapt and be flexible
• Self-driven with an organised approach to work
• Keen to learn, grow, and develop
• Entrepreneurial, consistently seeking ways to refine and enhance processes
• Ability to remain calm under pressure
• Efficient problem-solving skills with a proactive attitude

SCHEDULE:

• Day Shift (Mondays - Fridays) New Zealand timezone
• Fixed Weekends Off
• Hours commencing 5AM
• Office-based Job
• Can start Immediately
• Willing to work in Ortigas Center, Pasig City

WHAT WE OFFER:

• Salary Range: Php 40,000.00– Php  45,000.00 per month depending on experience
• Annual Salary Reviews
• With HMO after a qualifying period
• A red-hot opportunity to work with a successful New Zealand Insurance Company that cares about you.
• A fun, energetic work environment
• High-level skills training
• Long-term career growth opportunities