Operations Manager (Insurance Account)

Process management

• Responsible for management and coordination of overall operations, SLA delivery across all processes, quality, and general administration for a very key Insurance data process.

Client interaction

• Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.
• Manage conference calls/other communication with the client and build a rapport with key client contacts.

Team Management and People Development

• Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counselling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

Internal coordination with Projects and BU’s to meet SLA standards

Transitioning support

• Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations.

Qualifications:

• Minimum 3 years’ experience working in a Contact Center environment.
• Demonstrated people management skills with evidence of achieving or exceeding operational targets and SLAs.
• Demonstrated effective coaching experience, with measurable capability improvement in coaching subjects.
• Intermediate Microsoft Office Suite
• College Graduate (Preferred)
• Amenable to work Onsite - Bridgetowne (Quezon City)