Operations Support Specialist

About the job Operations Support Specialist (Retail Hires)
Operational excellence doesn't happen by accident--it happens because of people like you.
Hi Were Smartsourcing, and were looking for a full-time, on-site
Operations Support Specialist (Retail Hires)
to keep our workflows accurate, efficient, and moving with precision. From managing claims inboxes and recoveries tasks to coordinating logistics activities and documentation, you'll be at the center of the action--supporting a team that keeps customers moving and the business running smoothly.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 Cebu
About The Role
The Operations Support Specialist is responsible for delivering high-quality operational support across recoveries, claims, and logistics workflows. This role ensures timely and accurate processing of cases, coordination of documentation, follow-ups with internal and external stakeholders, and adherence to company policies and compliance standards. The position plays a vital role in maintaining efficiency, accuracy, and service excellence throughout the claims lifecycle and associated logistics activities.

Key Responsibilities
Claims Support

• Monitor and manage the Claims Inbox and Overflow queues, ensuring timely allocation and response.
• Process and assess Non-Fault claims and cases in Caspar.
• Handle Caspar Remaining Requests, ensuring all outstanding requirements are addressed.
• Conduct Rego Chase follow-ups (checked and contacted) and obtain Rego papers for claim files.
• Support documentation for POE bundling and hearing preparation where applicable.

Recoveries Support

• Conduct Assessment of Recoverable in WA and other regions as needed.
• Complete and review Legal Checklists.
• Undertake Outbound activities for reduced settlements and legal file reviews.
• Prepare and process Witness Statement Affidavits.
• Process Recoveries Emails and perform follow-ups (Email Left).

Logistics Support

• Issue and follow up on Collection Notes.
• Process On Hire requests and update email notifications (On Hire Email Left).
• Conduct Post Hire QA and track Total Post Hire volumes.
• Monitor and action Remaining Post Hire Targets.
• Chase Client Outstanding Documents.
• Manage Manila Task List and resolve Task List Outstanding items.

TPD & Multi-Stream Support

• Perform TPD Chase activities, both for files checked by other handlers and files contacted directly.
• Obtain Claim Numbers and track TPD Success Rates.
• Coordinate Delivery Sent confirmations.
• Manage Change File Handler requests.

General & Ad Hoc Duties

• Provide ad hoc operational support across Claims, Recoveries, and Logistics as required.
• Participate in training and skill development programs to stay updated on processes, systems, and compliance standards.
• Maintain accurate records in accordance with company and regulatory requirements.

About You
Key Skills & Competencies

• Strong organisational skills with the ability to manage multiple workflows simultaneously.
• High attention to detail and accuracy in data entry and documentation.
• Effective communication skills (written and verbal) for internal and external interactions.
• Ability to work under pressure and meet deadlines in a fast-paced environment.
• Proficiency in case management systems, email platforms, and Microsoft Office Suite.
• Problem-solving skills with a proactive approach to resolving issues.

Qualifications & Experience

• Previous experience in claims processing, recoveries, or logistics within the insurance or legal services sector preferred.
• Experience in administrative or operational support roles with high-volume workflow management.
• Understanding of insurance claims procedures, recoveries processes, and logistics coordination (advantageous).
• Training in compliance, data handling, or legal document preparation (desirable but not mandatory).

Benefits
Step Into The Smartsourcing Experience
Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fifth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title--it's a testament to our commitment to making Smartsourcing an incredible place to build a career.

Why You'll Love Working Here
About
At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• Weekends are yours (we respect your time off)
• 5-day Christmas Leave (unwrap real time off)
• ‍Healthcare from Day 1 for you and your family (because healthcare matters)
• Free lunch and barista-crafted coffee daily (we take our caffeine seriously)
• Night shift differential for evening schedules
• Subsidized gym membership and sports wellness clubs including hiking and free-diving
• Smartsourcing Exclusives (deals made just for you)
• Themed BFFs, monthly knockoffs, summer parties
• ‍Community give-back programs and personal development workshops
• And so much more

We're not just another outsourcing company. We're building something that actually matters here a place where good work meets good culture.

Think you're the right fit? We'd love to have you on board. Apply today and let's move forward together.