Alabang, Muntinlupa City, Philippines
15d ago

Manila, Philippines

With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands and we have fun doing it.

Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it.

Come, transform with us.

Inviting applications for the role of Operations Manager - Insurance

In this role, You will be responsible for leading the business unit to its maximum potential. You are expected to drive team performance, ensuring daily service level metrics are met while maintaining a high level of accuracy, providing coaching and development to your direct reports and meeting defined quality, customer experience and productivity requirements.

You will lead and assist in the growth and retention of our core business by overseeing business health to ensure that processes / activities / initiatives are carried out in accordance with established specifications, schedules, and budgets, minimize delays, review program status and plan future actions

Lead a team with of 5 Supervisors with at least 50 FTE HC in day-to-day functions, including directing, planning, supervising and evaluating the work of assigned staff.

Coordinates work flow to achieve the volume expected to meet operational requirements.

Plan and lead the execution of employee engagement, rewards, and recognition to help drive performance and mitigate attrition.

Develop staff by assessing Leadership competencies and promote training and career planning; coaches employees for career development.

Provides input into hiring decisions.

Monitor performance of the cluster according to established standards. Provides performance feedback on Supervisors and Associates.

Prepares fair, accurate and thorough performance reviews. Accountable for meeting business goals. Coordinates with other units to ensure an alignment of processes to minimize revenue loss.

Recognize and recommend operational improvement. Promotes and maintains the accuracy and quality of services, deliverables, and content and direct process improvement projects.

Use appropriate tools to manage conflict; responds to operational issues within defined areas of responsibility while handling special projects.

Identify internal and external resources to achieve established business goals within specified parameters; manages expenses in compliance with financial practices and standards.

Minimum 3 years BPO management experience; at least 6-8 years BPO experience

Transformation Happens Here

At least 1-2 years healthcare / insurance background is a must

Must be willing to work in Alabang area and open for any shift 24 / 7 as per business requirement

Proficient in MS Office (Excel, Word, PowerPoint, etc.)

At Genpact, we seamlessly blend digital transformation with human experience, innovation and curiosity. We are a leader in providing artificial intelligence capabilities to enterprises.

And we are accelerating digital transformation across industries through our products and consulting, powered by Genpact Cora.

Good analytical skills

High adaptability to change

Ability to handle conflict and difficult situations

Work under pressure and meet campaign KPI’s

Eye for details and has good analytical skills

Communicate well at all levels, both internally and externally

A pro-active approach to work showing initiative and a positive attitude

Team player, supporting and assisting colleagues whenever possible

Excellent organizational and time management skills

Proactively set own goals and open to development feedback

High energy and commitment levels

Good people management and retention skills

Client management and facing capabilities

Strong leadership skills with the ability to manage large groups of people

Strong verbal / written communication and facilitation skills

Strong interpersonal skills and experience demonstrating successful customer relationship management

Knowledge of contact center operations and customer support

Knowledge of the technology industry and general business management

Ability to analyze processes, enact change and think operationally and strategically to achieve business goals

Establishes, monitors, and manages priorities within the contact center to meet client and corporate goals

Appropriate communication and escalation of client issues to multiple levels of site and Operations management

Labor relations and personnel management

Should be fast in execution and do multitasking

With high level of confidentiality and professionalism

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.


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