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