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

Service Delivery Ops Associate Manager (Insurance)
Muntinlupa

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.

• 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.