Service Delivery Senior Analyst (Insurance)
Gratitude IncService Delivery Senior Analyst (Insurance)
Job Description
Key Skills
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Position Title: Service Delivery Senior Analyst (Insurance)
Parallel Job Title: Customer Service Sr. Analyst (Banking/Health/ Insurance)
Accenture Job Requisition ID: 0R00158930 || CL Code: 10
Location: Muntinlupa / Hybrid
Full Time
Shift - Not disclosed to be discussed in the interview process
Salary - Not disclosed to be discussed in the interview process [Please source candidate with salary expectation of not more than 50k]
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
Role
Service Delivery Leader
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Semi-Voice
Functional Area
ITES / BPO / Operations / Customer Service / Telecalling
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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