CLIENT:

Our client is a BPO company focused on providing business solutions to insurance companies with strategic consulting, technological services, and back-office support.

JOB DESCRIPTION

Lead and coach Service Delivery Managers/Supervisors to oversee the operation to ensure high quality service, effective and optimized operation and client satisfaction; Explore business growth opportunities and drive business growth; Lead and coach Service Delivery Managers/Supervisors on client management, account planning and trusted partner relationship to realize business goals and growth; Lead and coach Service Delivery Managers/Supervisors and SDU function teams to build and maintain an empowered and high performing delivery service team.

Principal Responsibilities:

  • Client Management: Oversee and coach Supervisors/Managers on client relationship management, growth strategies, and key account handling; approve and manage client onboarding plans and analyze departmental reports.
  • Talent Development: Mentor and support Supervisors/Managers in developing Individual Development Plans (IDPs) and building a talent pipeline; create and approve promotion plans and ensure implementation.
  • Performance Management: Guide Supervisors/Managers on setting performance goals, conducting quarterly reviews, evaluating final performance, and managing merit increases and bonuses.
  • Personnel & Talent Engagement: Support Supervisors/Managers in handling special personnel cases and daily unit management; set engagement and retention goals and lead action planning.
  • Operational Management: Manage new task onboarding, enforce policy compliance, encourage innovation, approve new hires, and oversee departmental operations, including budget and policy implementation.

JOB QUALIFICATION

  • Bachelor’s degree in business or any related field.
  • Minimum of 5 years experience in operations and 3 years of management experience.
  • Knowledgeable in insurance processes and operational excellence.
  • High level of customer-centricity, organization, and planning.
  • Cross-cultural capabilities to effectively work across geographies.
  • Excellent communication skills (oral and written) in English and Filipino.

ACTIVE DATES
Urgent hiring!

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