Assistant Manager-Customer Care Voice-Claims - FNOL

ExlService Holdings, Inc.; Philippines; On-site; PHP 420,000 - 560,000; Full time

Job summary

EXL is seeking an Assistant Manager for Customer Care Voice-Claims – FNOL in the Philippines. The role focuses on driving performance, supervising transactions, and delivering SLA-driven results.

Responsibilities include coaching, onboarding new hires, handling escalations, and ensuring policy and security compliance. The position requires 0-3 years of relevant experience, strong communication skills, and solid computer proficiency.

Qualifications

• 0–3 years of experience in customer care/FNOL roles.
• CEF requirement B2-8 or higher.
• Strong understanding of function, process and systems; high computer proficiency.

Responsibilities

• Manage the process and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable performance improvement.
• Assist new hires so they are productive quickly.
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client interaction as required at supervisor level.
• Ensure compliance with internal policies, external regulations and information security standards.

Skills

Function knowledge

Computer proficiency

Coaching and feedback

Written and verbal communication

Job description

Assistant Manager-Customer Care Voice-Claims - FNOL

Job Info

• Job Identification 5058
• Posting Date 10/16/2025, 06:11 AM
• Job Role Customer Care Voice-Claims - FNOL
• Experience (In Years) 0-3

Job Description

Drive overall performance and manage the process. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.

Responsibilities

Role/Responsibilities:

• Manage the process and take corrective steps where necessary or make incremental improvements.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Assist new hires such that they are productive on the floor in the shortest possible time frame.
• Handle escalations.
• Provide inputs on process and system to the team members.
• Client Interaction, where required at the level of Supervisors.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Qualifications

Skills Requirement

• Knowledge of the function, process and systems.
• High level of computer proficiency.
• Coaching and Feedback ability.
• Clear written and verbal communication

CEF Requirement B2-8 or higher

• Customer Service Orientation.
• Quality Orientation.
• Empathy for effective on the job coaching and feedback.

• Business Insurance
• Process/Product/System specific

About Us

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visitwww.exlservice.com .