Senior Manager Contact Center Operations.

Avensys is a reputed global IT professional services company headquartered in Singapore. Our service spectrum includes enterprise solution consulting, business intelligence, business process automation and managed services. Given our decade of success we have evolved to become one of the top trusted providers in Singapore and service a client base across banking and financial services, insurance, information technology, healthcare, retail and supply chain.

We are seeking an experienced Senior Manager – Contact Center Operations to lead end-to-end Life & Annuities Operations within a high-volume BPS/Contact Center environment. This leadership role is responsible for driving operational excellence, service delivery, client satisfaction, financial performance, compliance, and transformation initiatives.

Location : Manila, Philippines (Hyrbrid)

Experience: 15+ years

Type : Permanent - US Shift

If you meet the requirements and are interested, share your CV at [Confidential Information] or whatsapp +65 6761 9826.

Required Qualifications

• Bachelor's Degree in Business, Finance, Insurance, Operations, Technology, or a related discipline.
• 15+ years of experience in BPO/BPS, Insurance Operations, Contact Center Operations, or Business Process Management.
• 8+ years of experience in Life & Annuities Operations.
• Proven experience managing large, multi-level teams in a KPI-driven environment.
• Strong understanding of service delivery, workforce management, compliance, and operational governance.
• Demonstrated expertise in performance management, process optimization, and risk management.
• Excellent leadership, communication, analytical, and stakeholder management skills.

Preferred Qualifications

• Advanced Degree (MBA or equivalent) preferred.
• Certifications such as LOMA, FINRA, Six Sigma, or PMP are highly desirable.
• Experience leading large-scale transformation, automation, or platform migration initiatives.
• Proven ability to influence cross-functional teams and drive accountability in complex environments.

Key Responsibilities

• Lead end-to-end Life & Annuities operations and ensure delivery against SLAs, contractual commitments, and business KPIs.
• Drive operational governance through structured daily, weekly, and monthly performance reviews.
• Manage key metrics including service levels, productivity, quality, accuracy, turnaround time, customer experience, and financial performance.
• Identify operational gaps and implement data-driven improvement initiatives and recovery plans.
• Lead large, multi-layered teams and build leadership capability, succession planning, and talent development programs.
• Foster a high-performance culture focused on accountability, collaboration, and continuous improvement.
• Act as a strategic partner to clients, managing governance routines, business reviews, and escalations.
• Partner with cross-functional teams including WFM, Training, QA, Compliance, Technology, and Transformation teams.
• Ensure adherence to regulatory requirements, risk management practices, and internal controls.
• Lead transformation initiatives involving automation, process optimization, standardization, and digital enablement.
• Manage budgets, forecasting, staffing models, and resource utilization to achieve financial objectives.

Preferred Industry Background

• Life Insurance
• Annuities
• Insurance BPO/BPS
• Shared Services
• Contact Center Operations

Ideal Candidate

A seasoned operations leader with deep Life & Annuities domain expertise, strong client management capabilities, and a proven track record of driving operational excellence, financial performance, and transformation initiatives in a large-scale insurance operations environment.

WHAT'S ON OFFER:

You will be remunerated with an excellent base salary and entitled to attractive company benefits. Additionally, you will get the opportunity to enjoy a fun and collaborative work environment, alongside a strong career progression.

To submit your application, please apply online or email your UPDATED CV in Microsoft Word format to [HIDDEN TEXT] Your interest will be treated with strict confidentiality.

CONSULTANT DETAILS:

Consultant Name : Swati Jaiswal

Avensys Consulting Pte Ltd

Email : [HIDDEN TEXT]

Whatsapp : +65 6761 9826

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Upon submission of your CV, you grant Avensys Consulting permission to retain your personal information in our electronic database, unless you specify otherwise. This data will be used to evaluate your suitability for current and potential job openings within our organization. Should you wish to have your personal data removed at any point, a simple notification to us will suffice.

Rest assured, we will not disclose your personal information to any third parties, and we remain steadfast in our commitment to providing equal opportunities to all applicants.