. 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 / Bachelors 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