Group Manager - Insurance (BPO experience required)

Job Overview

We are seeking an experienced Senior Operations Manager with a strong background in the BPO industry and recent experience managing healthcare insurance or life insurance contact center operations. The ideal candidate will have a proven track record of leading large teams, managing client relationships, achieving service level agreements (SLAs), and maintaining high standards of operational performance, service quality, and regulatory compliance.

This role is responsible for overseeing day-to-day operations, developing Team Leaders, driving performance improvement, and fostering a positive, accountable, and high-performing work environment.

Key ResponsibilitiesOperations Management

• Oversee the day-to-day operations of healthcare insurance or life insurance contact center teams.
• Ensure operational targets, key performance indicators (KPIs), service level agreements (SLAs), quality standards, and compliance requirements are consistently achieved.
• Monitor operational performance and implement improvement plans to address performance gaps.
• Manage staffing, productivity, service delivery, and resource allocation to meet business requirements.
• Ensure operational readiness and effective execution during peak periods and high-volume workloads.

People Leadership and Development

• Lead, coach, and mentor Team Leaders and other direct reports to achieve individual and team performance targets.
• Promote a culture of accountability, continuous improvement, and leading by example.
• Oversee employee engagement, staff development, performance management, and workforce welfare.
• Participate in recruitment, onboarding, training, coaching, and other people management activities.
• Empower Team Leaders to manage their teams independently and consistently meet daily, weekly, and monthly targets.
• Develop and maintain a positive, collaborative, and performance-driven work environment.

Client Relationship Management

• Build and maintain strong client relationships through effective communication, stakeholder management, and consistent service delivery.
• Lead client discussions regarding operational performance, service quality, compliance, and improvement initiatives.
• Address client concerns, operational escalations, and service delivery issues promptly and professionally.
• Provide regular performance updates and recommend solutions to improve client satisfaction and operational efficiency.

Performance, Quality, and Compliance

• Ensure consistent achievement of service level targets, customer experience metrics, quality standards, and compliance requirements.
• Analyze operational reports and performance trends to identify risks, improvement opportunities, and root causes.
• Implement corrective and preventive actions to improve performance and service delivery.
• Ensure adherence to client policies, internal procedures, and applicable regulatory and compliance standards.

Administrative and Operational Support

• Oversee operational reporting, staffing plans, performance reviews, and other administrative requirements.
• Manage multiple priorities while maintaining sound judgment and attention to detail.
• Ensure effective coordination with support functions and stakeholders to resolve operational challenges.
• Maintain operational continuity and team effectiveness across assigned shifts.

Required Qualifications

• Bachelor's degree or any completed undergraduate degree.
• At least 12 years of experience in the BPO industry.
• At least 3–5 years of experience as a Senior Operations Manager in a healthcare insurance or life insurance account.
• Recent and relevant experience in a healthcare insurance or life insurance contact center environment; sales-only experience will not be considered.
• Established experience managing people and leading senior-level BPO operations teams.
• Exceptional client-facing experience, including stakeholder management, business reviews, and operational escalations.
• Demonstrated success in achieving service level agreements, operational targets, quality standards, and compliance outcomes.
• Strong leadership, coaching, performance management, and team development capabilities.
• Excellent verbal and written communication, interpersonal, conflict resolution, and problem-solving skills.
• Proficiency in call center technologies, CRM systems, reporting tools, and standard business applications.
• Willingness and flexibility to work US shifts.

Preferred Skills and Competencies

• Strong knowledge of BPO operations management principles, contact center performance metrics, and service delivery standards.
• Ability to analyze performance data, identify operational risks, and implement effective improvement strategies.
• Strong decision-making skills, attention to detail, and ability to remain calm under pressure.
• Ability to multitask and manage competing priorities, particularly during peak hours and critical operational situations.
• Professional communication skills and a strong customer service orientation.
• Ability to motivate teams, build strong working relationships, and maintain a positive workplace culture.

Ideal Candidate Profile

The ideal candidate is a seasoned BPO leader with substantial experience in healthcare insurance or life insurance contact center operations. They must demonstrate strong people leadership, client management, and operational execution capabilities, with a proven ability to deliver consistent service levels, maintain compliance, develop Team Leaders, and drive sustainable business results.

Important screening requirement: Candidates must have recent healthcare insurance or life insurance contact center operations experience. Candidates whose relevant experience is limited to sales operations will not be considered.

Pay: Up to Php160,000.00 per month

Benefits:

• Health insurance
• Life insurance

Application Question(s):

• Are you willing and able to work US shifts as required for this position?

Experience:

• BPO: 10 years (Required)
• Sr Ops Manager in a healthcare or life insurance account: 5 years (Required)
• Healthcare or Life Insurance Operations: 5 years (Required)
• Client and Operational Performance Management: 5 years (Required)

Work Location: In person