Service Delivery Operation Associate Manager w/health/financial services experience

5-10 years
20 days ago 1 Applied
Job Description

Service Delivery Ops Associate Manager (Insurance)

Job Description:

  • Meets required performance standards including but not limited to managing Service Level, Productivity, Efficiency, Quality, etc.
  • Works closely with the Contact Center Lead, Global Process Owner, and Senior Leadership to determine program goals and initiatives.
  • Seeks opportunities to increase customer satisfaction and deepen client relationships.
  • Takes ownership in resolving and managing end-customer issues and escalations.
  • Manages staff assignment based on business needs and unit capacity. This may include process migrations, hiring, infrastructure and Technology implementation.
  • Builds capacity through resource planning, cross training and managing operation within an approved budget.
  • Leads, directs, evaluates, and develops internal resources to take key positions as Supervisors/Team Leaders through assisting in the execution of Career Development Plans.
  • Conceptualizes and implements internal rewards and recognition employee programs within the unit for retention and growth.
  • Communicates internal updates and builds synergies across different teams towards attaining a common objective.
  • Assists and provides guidance in hiring and screening of candidates.
  • Ensures readiness of Business Continuity Plan and leads implementation, if necessary.
  • Manages compliance to company policies and affects disciplinary measures on violations.

Job Qualifications:
  • College Graduate or Undergraduate with relevant work experience.
  • 5+ years of relevant experience in Individual Life Insurance, Annuities, Retirement Services, or other related industry (health/financial services).
  • 5+ years of leadership experience in managing a 100+ contact center team and leads in a Shared Services organization, BPO or Insurance Industry.
  • In depth knowledge of large-scale contact center operations, workforce management practices, and contact center tools.


About Recruiter
Micah De Castro


Sales - Corporate




Customer Service,
Technical Support,
Executive Search and IT Roles


Junior Level,
Mid Level,
High Level,
Top Management