service delivery ops specialist - Insurance - hybrid set upNeksjob Corporation

Job Description
Service Delivery Ops Specialist (Insurance)
Quezon | Muntinlupa
Job Description:
Manages processes based on established performance standards, service & quality levels
Implement full adherence to existing tools used to measure performance (Productivity; Efficiency; Quality; Attendance; etc.)
Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training
Coaches team members on proper handling of transactions
Execute existing DR/BCP plans of the team
Execute/deliver output based on the project plan during migrations
Identifies staffing requirement and is involved in the hiring process ensuring suitably skilled individuals are hired
Manages and develops resources to take key positions such as Supervisor/Team Leader, Quality Auditor or Trainer. Executes career development plans for direct reports
Takes ownership in resolving and managing end-customer issues and negotiations
Manages internal updates/communication within the unit
Enforces compliance to company policies and effect disciplinary measures on violations
Initiate and implement process improvements
Leads projects/tasks that may be assigned from time to time
Job Qualifications:
College Graduate or Undergraduate with relevant work experience
At least 12 months of experience in insurance account, and/or 12 months work experience in the non-BPO financial sector (Personal Insurance, Personal Banking, Investment, Wealth Management, or Medical insurance)
At least 3 years Supervisory experience in the BPO industry