Business Center Manager - Non In Branch Channels

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About the Role

To lead and empower the SSM Business Center Non in Branch team in delivering timely, accurate, and high quality support across all Non In Branch Channels for both new business and after sales transactions. The role ensures strong cross-functional collaboration with key partner departments within BPI AIA, AIA PH and Medicard to enhance sales productivity, streamline operational processes, and enable a seamless end to end business support experience for all stakeholders.

Roles and Responsibilities:

1. Sales and Transaction Support

• Oversees endtoend support for new business and aftersales transactions, ensuring accurate application screening, requirements assessment, and timely endorsement to relevant operational units.
• Ensures efficient processing and prioritization of critical and timesensitive cases, particularly during peak periods such as month-end cutoffs.
• Drives clear and proactive communication with sales teams and operations support regarding outstanding requirements and pending cases respectively to accelerate case resolution and reduce processing delays.

2. Stakeholder Management and Issue Resolution

• Leads coordination with internal stakeholders and partner units to resolve escalated sales cases, ensuring timely and effective remediation of issues affecting sales productivity or customer experience.
• Facilitates cross-functional collaboration for key business initiatives, including process documentation, operational enhancements, systems improvements, and project rollouts.
• Serves as a strategic partner to departments involved in the sales cycle, strengthening alignment and enabling seamless business support.

3. Communication, Reporting, and Enablement

• Cascades operational updates, policy changes, and relevant sales support communications to sales teams, Operations, and other partner groups to ensure alignment and awareness.
• Prepares and delivers daily reports to track both new business and aftersales per account and key updates every business reviews, or alignment meetings.
• Develops, consolidates, and disseminates performance and productivity reports, as well as actionable insights to support sales performance tracking, persistency, and decisionmaking.

4. Process Improvement and Governance

• Supports the department in the enhancement, documentation, and implementation of sales support policies, procedures, and service standards.
• Ensures strict compliance with company policies, operational guidelines, and regulatory requirements across all sales support processes.

Minimum Job Requirements:

• Bachelor's degree in Business, Management, or a related field.
• Minimum of two (5) years experience in insurance operations or a comparable role.
• Strong understanding of process design, controls, and data interpretation.
• Proven analytical, problemsolving, and initiativetaking capabilities.
• Proficient in Microsoft Office tools, especially Excel and PowerPoint.
• Strong interpersonal and communication skills.
• Designs and maintains job aids, quick guides, FAQs, and other enablement materials to elevate sales capability, reduce operational friction, and improve user experience.