Service Delivery Operations Manager - BPO Healthcare Insurance

Gratitude Inc

516 Views

15 hours ago

5-6 Year(s)

₱ 95 - ₱ 100K p.m

Manila

Job Description

Key Skills

Banking Insurance BPO industry Service Delivery Ops Healthcare Insurance Service Delivery Manager

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. Meets required performance standards including but not limited to managing Service Level, Productivity, Efficiency, Quality, etc.

. Works closely with the Contact Center Lead, Global Process Owner, and Senior Leadership to determine program goals and initiatives.

. Seeks opportunities to increase customer satisfaction and deepen client relationships.

. Takes ownership in resolving and managing end-customer issues and escalations.

. Manages staff assignment based on business needs and unit capacity. This may include process migrations, hiring, infrastructure, and Technology implementation.

. Builds capacity through resource planning, cross-training, and managing operations within the approved budget.

. Lead, direct, evaluate, and develop internal resources to take key positions as Supervisors/Team Leaders through assisting in the execution of Career Development Plans.

. Conceptualizes and implements internal rewards and recognition employee programs within the unit for retention and growth.

. Communicates internal updates and builds synergies across different teams towards attaining a common objective.

. Assists and provides guidance in hiring and screening of candidates.

. Ensures readiness of Business Continuity Plan and leads implementation, if necessary.

. Manages compliance to company policies and effects disciplinary measures on violations.

Job Qualifications:

. College Graduate / Bachelors Degree

. 5years+ of relevant experience in Individual Life Insurance, Annuities, Retirement Services, or other related industry (health/financial services).

. 5 years+ of leadership experience in managing a 100+ contact center team and leads in a Shared Services organization, BPO or Insurance Industry.

. In depth knowledge of large-scale contact center operations, workforce management practices, and contact center tools.

Role

Manager-Technical

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Olufemi Olusegun

Recruiter - Gratitude Inc

NA, nigeria

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