Job Title: Customer Service Sr. Analyst (Banking/Health/ Insurance)

Position Title: Service Delivery Senior Analyst (Insurance)

Location: Muntinlupa, Philippines

Full Time

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 / Bachelor’s Degree


• 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 year Supervisory experience in the BPO industry