Assistant Manager - Ops (Underwriting)

EXL Service Philippines, Inc.; Pasay; On-site; PHP 400,000 - 700,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking an experienced supervisor to lead a BPO team servicing US-based clients. The role focuses on coaching, driving performance, and ensuring accuracy in a high-volume environment.

You will manage daily activities, track metrics, and support continuous improvement while safeguarding customer privacy and quality. Collaborating with Directors and Onshore Partners, you will ensure SLA adherence and effective stakeholder communication, with a focus on process

Qualifications

• Minimum 2 years’ experience in BPO or shared services operations.
• At least 1 year of supervisory or team-lead experience.
• Prior experience in Insurance domain, preferably US Group Insurance.
• Exposure to managing SLAs, productivity, quality metrics, and stakeholder escalations.

Responsibilities

• Receive emails from Directors and Onshore Partners for feedback and escalations.
• Provides coaching and drive overall performance and manage the team from a day-to-day basis.
• Process applications in product lines utilizing multiple systems.
• Accurately and consistently tracks work, including monitoring communications to/from processing units and statistics on a daily/monthly basis.
• Data analysis and data interpretation experience
• The ability to communicate effectively across multiple levels and functions.
• Attain team productivity goals without compromising accuracy, service, or the privacy of customers.
• Promote a positive customer service mindset to surpass the expectations of customers through continuous improvement.
• Manage daily work activity and act as appropriate to meet customer service metrics.

Skills

Team leadership

Supervisory experience

Communication skills

Data analysis

Attention to quality

US client experience

Education

Associate degree

Job description

• Graduated with a minimum of an associate degree from an accredited institution if Supervisory experience in the field is more than 1 year.

Work Experience Requirements

• Minimum of 2 years’ experience in Business Process Outsourcing (BPO) or shared services operations.
• At least 1 year of supervisory or team-lead experience, preferably supporting US-based clients.
• Prior experience in the Insurance domain, preferably US Group Insurance, underwriting intake, quoting, or rating operations.
• Exposure to managing SLAs, productivity, quality metrics, and stakeholder escalations in a high-volume environment.

Basic/Essential Functions

• Receive emails from Directors and Onshore Partners for feedback and escalations.
• Provides coaching and drive overall performance and manage the team from a day-to-day basis.
• Process applications in product lines utilizing multiple systems.
• Accurately and consistently tracks work, including monitoring communications to/from processing units and statistics on a daily/monthly basis.
• Data analysis and data interpretation experience
• The ability to communicate effectively across multiple levels and functions.
• Excellent communication skills (written and verbal) and problem-solving skills.
• Attain team productivity goals without compromising accuracy, service, or the privacy of customers.
• Promote a positive customer service mindset to surpass the expectations of customers through continuous improvement.
• Manage daily work activity and act as appropriate to meet customer service metrics.
• Operate as a team player (e.g., provide and receive feedback, deal with conflict, support others, arrange for or provide back-up support as necessary)
• Builds partnership relationships with other team members.
• Awareness of service level and workflow as needed to ensure metrics are met.
• Must understand US Group Insurance industry.
• Understanding of rating concepts, engines, and rules to allow manual rating for exceptional scenarios is preferred