Operations Manager | financial/insurance experience | onsite - bgcEastvantage

Location: BGC, Taguig Contract Type Permanent About The Role We are seeking an experienced Operations Manager to lead and manage our customer service team, ensuring that our customers receive excellent service and support. As the Operations Manager, you will be responsible for hiring, training, coaching, and leading a team of customer service representatives. You will also collaborate with other departments and vendors to ensure that the flow of products and app knowledge is seamless and that we deliver the expected service standards. Key Responsibilities Lead and manage the daily operations of the customer service team, including hiring, training, coaching, and providing feedback to ensure high-quality service delivery Guide customer service representatives through difficult cases, diffuse angry customers, and handle issues that cannot be fielded by Customer Service Representatives Conduct team meetings, provide coaching, and educate customer service representatives on processes and practices to improve their performance and ensure they meet or exceed service level agreements Analyze case management data to identify trends, establish goals, and implement improvement plans to enhance customer satisfaction, resource utilization, and operational efficiency Authorize vendor payments, transaction approvals, and refunds in accordance with delegated authority granted Conduct effective training sessions for business partner's customer service training teams, providing learning tools, and resources to enhance their performance and ensure they are meeting or exceeding service level agreements Liaise with business partners and vendors to negotiate terms of service, establish proper governance protocols, and maintain strong relationships Participate in cross-functional meetings and attend business reviews to provide operational insights and contribute to decision-making processes Manage program attrition, meet or exceed forecasted billable hours, and ensure process performance appraisal is carried out effectively Serve as a problem-solving escalation point for supervisors and track client issues while maintaining correspondence. Position Requirements Bachelor's degree or equivalent experience At least 3 years of experience as a manager in customer service, preferably in a multi-national company under a financial services industry or a technology-driven company Experience in an insurance company is a must Excellent interpersonal and communication skills (both written and oral) with the ability to communicate complex ideas and motivate others Demonstrated ability to analyze and improve work processes, with a strong focus on data and trend analysis Ability to collaborate effectively with various stakeholders, both internal and external Strong coaching and feedback management skills, with the ability to provide leadership guidance and maximize the potential of subordinates Experience in incident/complaints management and issue resolution (next issue avoidance) Strong knowledge of CRM/customer service technology, software applications, phone systems, etc. Ability to work well under pressure, meet deadlines, and manage multiple projects simultaneously Ability to authorize vendor payments, transaction approvals, and refunds in accordance with delegated authority granted Ability to lead and train agents/counterparts effectively while maintaining strong relationships with vendors and negotiating terms of services. If you are a results-driven, experienced Operations Manager with a passion for providing excellent customer service, we would like to hear from you. Please submit your application for consideration. apply now
foundit

Taguig City, Metro Manila
Permanent
Full-time