We are Hiring!!!!

ROLES: SERVICE DELIVERY SENIOR ANALYST (Banking/Health/ Insurance)

LOCATION: Muntinlupa / Hybrid,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 / 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.

Qualified candidates should forward their CVs to recruiter.c@fmragency.com using role title and location as subject mail.