Business Operations Manager
QBE Insurance Group
PHI - Manila
4d ago

To assist in achieving sustainable profit and growth for the region, through the provision of operational management and technical expertise, leadership of employees and management of internal relationships.

Responsibilities :

  • Directly accountable for the teams overall operational performance
  • Oversee development of Shift Leads to become better people managers.
  • Oversee the performance of the 3 shifts through the Shift Leads and ensures that the team delivers in accordance with agreed standards and service levels.
  • Ensure that team is resourced appropriately based on volume trends and seasonal processing activities.
  • Supports the Head of HR Delivery Global in developing and implementing strategic goals of HRDG.
  • Provide recommendations on business improvement plans / strategies
  • May lead or assist in projects related to business improvement
  • Detailed understanding of every process delivered by the team Globally with a clear understanding of similarities and differences.
  • Partner with HR Divisional Operational teams to ensure services are delivered in accordance with policies and government regulations.
  • Partner with HR Divisional Operational teams and Global HR Functional Leads and drive alignment on the delivery of services across the globe.
  • Study HRDG metrics, data trends to develop new or additional metrics or action plans in areas of concerns that may arise as a result of the review.
  • Establish and implement appropriate program, policies and procedures to enhance and monitor HR Delivery’s overall effectiveness (e.
  • g. benchmarking, service evaluations, CSAT reviews).

  • Ensure that there is common understanding on metrics between HRDG and On-shore operational teams.
  • Work with Process Leaders to identify and implement process improvements.
  • Act as the escalation point for HR Divisional Operational leads for any issues in their respective divisions in relation to HRDG services.
  • Partners with divisions in relations to feedbacks, escalations and inform issues that arise through the course of HRDG operations.
  • Drives continuous improvement and customer centric mind-set across all HR delivery teams
  • Increase GSSC’s credibility within the QBE community through participation in committees, task forces and events.
  • Establish and maintain an efficient, effective relationship within HR Delivery and support teams.
  • Implement HR Delivery governance activities to ensure consistent and reliable delivery of services.
  • Establish and implement appropriate governance forums and reporting to enable decision making by HR Operational leaders.
  • Develop process and system mastery and recommend process enhancements that will drive a positive customer experience, process efficiency and system maximization.
  • Partner with Finance to ensure suitable, regular HR financial reporting and oversight in place to effectively manage budget setting and cost control management
  • Work with stakeholders to maximize opportunities, minimize expenses and achieve operational and service targets
  • Lead through influence within HR Delivery and across a range of partner functions including : Finance, Risk, HR Support and in country HR execution teams
  • Build a strong community of practice across divisional HR teams involved in local HR service delivery and execution to ensure compliance with key governance activities
  • When required to manage people and teams to attract, develop, and retain a high quality workforce with the knowledge, skill, and will to deliver excellent outcomes and customer service provide technical expertise and mentoring to assist the team development manage resources and outputs to achieve agreed operational and financial goals and objectives ensure all direct reports have development plan conduct regular one-
  • to-one meetings, team meetings, training and mentoring sessions for the team’s development plan, manage, and review performance of employees via annual performance review process.

    Number of Openings :

    Equal Employment Opportunity :

    QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.

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