Urgently hiring for one of our direct clients in the Philippines.
Job Title: Assistant Manager - Operations (Insurance Account)
Location: Metro Manila
Work Mode: Onsite & Morning Shift
Responsibilities
- Manager end-to-end claims processing and customer service delivery for home insurance policies.
- This includes ensuring accurate assessment, timely resolution of claims, and compliance with Australian insurance regulations and client SLAs.
- You will lead teams to deliver exceptional customer experience, maintain operational efficiency, and uphold WNS values of Client Centricity, People Orientation, and Operational Excellence.
- The role requires strong knowledge of insurance processes, risk management, and regulatory compliance specific to the Australian market.
- Ensure achievement of KPIs such as AHT, NPS and productivity targets.
- Monitor daily operations and resolve escalations promptly.
- Manage agents, fostering a culture of accountability and engagement.
- Conduct coaching, feedback sessions, and performance appraisals.
- Act as a liaison for client communication and escalations.
- Provide regular updates and reports on operational performance.
- Identify gaps and implement process improvements.
- Drive automation and digital transformation initiatives aligned with WNS strategy.
- Ensure adherence to WNS policies, data security, and regulatory requirements.
- Maintain audit readiness and quality standards.
Required
- Preferably College Graduate.
- Experience: minimum of at least 2 years in a BPO supervisory role.
- Strong leadership and stakeholder management skills.
- Analytical and problem-solving abilities.
- Proficiency in MS Office and familiarity. Key Competencies
- Client Focus Understand client needs and deliver exceptional service.
- People Leadership Inspire and develop teams for high performance.
- Operational Excellence Drive efficiency and continuous improvement. Behavioral Competencies
- Demonstrates proactive engagement and responsiveness to client needs.
- Builds trust, motivates teams, and fosters collaboration.
- Focuses on achieving KPIs and delivering measurable outcomes.
- Responds effectively to changing priorities and business needs.
- Conveys information clearly and confidently across all levels.
- Problem Solving & Decision
- Uses data-driven insights to resolve issues and make sound decisions.
- Integrity & Upholds ethical standards and ensures adherence to policies.
