Assistant Manager – Operations | Insurance & Shared Services

Manpower Outsourcing Services, Inc.; Taguig; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

Manpower Outsourcing Services, Inc. seeks an experienced Assistant Manager – Operations to lead teams supporting a US-based shared services operation. The role emphasizes people leadership, KPI/SLA management, and process improvement across sectors like Insurance, Healthcare, F&A, Banking, or Shared Services.

You will guide Analysts and Senior Analysts, optimize workflows, and ensure targets are met while coordinating with US stakeholders in a hybrid work environment.

Qualifications

• Bachelor's degree in any field.
• 3+ years of hands-on people management experience.
• Experience managing 10+ FTEs is highly preferred.
• Background in Insurance, Healthcare, F&A, Banking, or Shared Services.
• Strong KPI/SLA management, performance management, and process improvement.
• Experience working with dashboards, reports, scorecards, and operational metrics.
• Strong problem-solving, communication, and stakeholder management skills.
• Comfortable working with US-based teams/stakeholders and US shifts.
• Experience in claims, insurance operations, healthcare operations, or financial services is an advantage.

Responsibilities

• Lead and manage Analysts and Senior Analysts and ensure daily operational targets are met.
• Manage workload, staffing, work allocation, escalations, and team performance.
• Monitor KPIs, SLAs, productivity, quality, and customer service metrics.
• Review performance trends and identify opportunities to improve processes and team efficiency.
• Conduct coaching, performance reviews, and development plans for team members.
• Address performance and behavioral concerns and ensure proper follow-through.
• Handle operational escalations and work closely with internal and external stakeholders.
• Prepare and present reports, dashboards, and performance updates to management.
• Support process improvement initiatives, transitions, workflow mapping, and SOP development.
• Ensure processes are followed consistently and aligned with quality and compliance standards.
• Work closely with US-based stakeholders to address operational requirements and business needs.

Skills

People management

KPI/SLA management

Process improvement

Stakeholder management

Dashboard reporting

Team leadership

US shift experience

Communication

Education

Bachelor's degree

Tools

Dashboards software

Reporting tools

MS Excel

Job description

Location: BGC, Taguig
Work Setup: Hybrid
Shift: US Shift
Employment Type: Full-Time

About the Role

We are looking for an experienced Assistant Manager – Operations to lead teams supporting a US-based shared services operation.

This role is ideal for an operations leader with strong people management, KPI/SLA management, and process improvement experience, preferably from Insurance, Healthcare, F&A, Banking, or Shared Services.

Key Responsibilities

• Lead and manage Analysts and Senior Analysts and ensure daily operational targets are met.

• Manage workload, staffing, work allocation, escalations, and team performance.

• Monitor KPIs, SLAs, productivity, quality, and customer service metrics.

• Review performance trends and identify opportunities to improve processes and team efficiency.

• Conduct coaching, performance reviews, and development plans for team members.

• Address performance and behavioral concerns and ensure proper follow-through.

• Handle operational escalations and work closely with internal and external stakeholders.

• Prepare and present reports, dashboards, and performance updates to management.

• Support process improvement initiatives, transitions, workflow mapping, and SOP development.

• Ensure processes are followed consistently and aligned with quality and compliance standards.

• Work closely with US-based stakeholders to address operational requirements and business needs.

Qualifications

• Bachelor's degree in any relevant field.

• 3+ years of hands-on people management experience.

• Experience managing 10+ FTEs is highly preferred.

• Background in Insurance, Healthcare, F&A, Banking, or Shared Services.

• Strong experience in KPI/SLA management, performance management, and process improvement.

• Experience working with dashboards, reports, scorecards, and operational metrics.

• Strong problem-solving, communication, and stakeholder management skills.

• Comfortable working with US-based teams/stakeholders and US shifts.

• Experience in claims, insurance operations, healthcare operations, or financial services is an advantage.

What We're Looking For

We are looking for a hands-on people leader who can manage a team, drive performance, solve operational issues, and continuously improve processes.

If you have strong operations leadership experience and have managed teams in Insurance, Healthcare, F&A, Banking, or Shared Services, we'd like to hear from you.