Call Center

3 days ago

Pasig, National Capital Region, Philippines Viventis Search Asia Full time ₱540,000 - ₱660,000 per year

JOB DESCRIPTION

Job Title:
Service Delivery Specialist – Level 3 (Individual Contributor)

Department:
Service Delivery Unit

Location:
Ortigas, Pasig City, Philippines

Reports To:
Assistant Manager, Service Delivery

Work Setup:
On-site

Schedule:
Monday to Friday, 8:00 AM – 5:00 PM (Philippine Time)

Industry:
U.S. Back Office – Non-Life Insurance

Job Summary

The Service Delivery Specialist – Level 3 is an experienced professional responsible for executing complex insurance-related tasks and leading operational improvements with minimal supervision. This individual contributor role involves auditing, troubleshooting, quality assurance, mentoring junior team members, and ensuring compliance with both internal and client-specific standards. The position requires excellent communication skills for building client relationships and delivering tailored solutions that align with business needs.

Key Responsibilities

1. Processing & Operational Execution (50%)

  • Operate client systems to complete complex insurance-related tasks independently
  • Ensure strict adherence to ReSource Pro and client-specific information security and compliance policies
  • Handle escalated cases and manage complex client requirements

2. Operations Optimization & Compliance (15%)

  • Analyze and resolve operational issues
  • Develop and implement procedures to maintain compliance standards
  • Lead the structuring of new processes and support output conversion initiatives

3. Client Experience & Relationship Management (15%)

  • Communicate with clients via email and conference calls
  • Identify client needs and propose customized solutions
  • Support client management initiatives and contribute to strong, lasting client relationships

4. Quality Assurance, Auditing & Troubleshooting (10%)

  • Develop and execute comprehensive audit plans
  • Conduct quality audits and identify performance gaps
  • Recommend process improvements and ensure unit-wide compliance

5. Training & Mentorship (5%)

  • Train, mentor, and coach Level 1 and Level 2 team members
  • Design and deliver structured training programs
  • Supervise and guide Junior Trainers to ensure knowledge transfer and consistent performance

6. Reporting & New Task Onboarding (5%)

  • Analyze data and prepare operational reports as needed
  • Support onboarding of new clients and independently onboard new tasks and processes

Note:
Additional responsibilities may be assigned as business needs evolve.

Compensation Package

₱45,000 – ₱55,000 per month (Base Salary + Non-taxable Allowances)

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