Assistant Manager - Ops (Non-Travel Insurance)

ESOL IT SERVICES INC.; Quezon City; On-site; PHP 60,000 - 120,000; Full time

Job summary

ESOL IT SERVICES INC. is seeking an experienced Assistant Manager – Operations to lead a high-performing team in the insurance-domain BPO sector in Metro Manila, Philippines. The role focuses on operational excellence, quality audits, and staff development.

You will drive service level targets, analyze performance data, and implement process improvements while coaching team members and ensuring compliance with information security policies. Remote onsite training may be involved.

Qualifications

• Experience as Team Leader, Supervisor, or Assistant Manager in a BPO.
• Background in life insurance, annuity, or group pension products preferred.
• Strong leadership, coaching, and people management skills.
• Experience managing operational performance and implementing best practices.
• Excellent communication, problem-solving, and analytical skills.
• Ability to work effectively in a fast-paced environment.

Responsibilities

• Lead and manage a team of 10–15 full-time employees.
• Ensure all service metrics (SLA, AHT, abandonment, shrinkage) are met.
• Conduct regular quality audits and provide timely feedback.
• Analyze errors and identify opportunities for continuous improvement.
• Address process-related concerns and provide guidance.
• Prepare and submit accurate reports to management on time.
• Implement process improvement initiatives to boost productivity.
• Strengthen team capabilities through coaching and training.
• Promote compliance with information security policies.
• Support transition and migration activities through training.

Skills

Leadership

People management

Coaching

Communication

Problem solving

Analytical skills

Fast-paced environment

Job description

We are looking for an experienced Assistant Manager – Operations to lead and manage a high-performing team within the insurance domain. The ideal candidate should have strong leadership skills, extensive experience in business process outsourcing (BPO), and a solid understanding of life insurance, annuity, or group pension products.

You will be responsible for ensuring operational excellence, maintaining service level targets, driving process improvements, and supporting the professional development of team members.

Key Responsibilities

• Lead and manage a team of 10–15 full-time employees (FTEs).

• Ensure all operational service metrics are achieved, including service level, average handling time (AHT), abandonment rate, and shrinkage targets.

• Conduct regular quality audits and provide timely feedback to team members.

• Analyze errors and identify opportunities for continuous improvement.

• Address process-related concerns and provide guidance to team members.

• Prepare and submit accurate reports to management within established timelines.

• Implement process improvement initiatives to increase productivity and efficiency.

• Strengthen team capabilities through coaching, training, and knowledge-sharing activities.

• Promote compliance with information security management policies and operational procedures.

• Support transition and migration activities through remote or onsite training initiatives.

Qualifications

• Proven experience as a Team Leader, Supervisor, or Assistant Manager in a BPO environment.

• Background in life insurance, annuity, or group pension products is highly preferred.

• Strong leadership, coaching, and people management skills.

• Experience managing operational performance and implementing best practices.

• Excellent communication, problem-solving, and analytical skills.

• Ability to work effectively in a fast-paced environment.