Assistant Manager-Partner Operations-Operations

ExlService Holdings, Inc.; Hinoba-an; On-site; PHP 420,000 - 660,000; Full time

Job summary

ExlService Holdings, Inc. is seeking an Assistant Manager-Partner Operations to lead an inbound calls team handling policy servicing and updates across multiple insurance policies. You will ensure service levels and coach staff to deliver accurate changes in client systems.

The role emphasizes collaboration with the client's Partnering Performance team, driving process improvements, monitoring performance, and managing rostering and escalations to maintain a high standards of customer care.

Qualifications

• Lead inbound call handling and policy servicing.
• Coach and develop team to meet service levels and quality targets.
• Understand insurance domain processes and client requirements.

Responsibilities

• Manage teams and ensure Service Level and quality targets are met.
• Collaborate with Partnering Performance team to deliver solutions for evolving customer needs.
• Monitor transactions and implement corrective steps or improvements.
• Mentor new hires to achieve productivity quickly.
• Provide coaching to enhance team performance and adherence to rosters.
• Handle escalations and difficult conversations with clients as needed.
• Balance workload and optimize queue management.

Skills

Team management

Leadership

Attention to detail

Insurance knowledge

MS Office

Planning & scheduling

Communication skills

Education

Graduate with at least fifteen (15) years of education in any discipline

Tools

MS Excel

MS PowerPoint

MS Word

Outlook

Job description

Assistant Manager-Partner Operations-Operations

Job Info

• Job Identification 8696
• Posting Date 04/29/2026, 05:11 PM
• Job Role Partner Operations-Operations
• Experience (In Years) 0-3

Job Description

Basic Function:

• Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.
• Support client's strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products

Responsibilities

Essential Functions:

• Manage teams and ensure Service Level and quality targets are met
• Collaborate with client's Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Monitor team performance and display a clear level of understanding of all performance reporting
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Provide coaching and feedback to team members to enable them to improve their performance
• Provide inputs on process and system to the team members
• Manage the team's adherence to rostered schedules through real time monitoring
• Ability to manage difficult conversations, irate customers and escalations
• Client interaction, where required at the level of supervisors
• Effectively manage queue and balancing of work loads
• Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement
• Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change

Qualifications

Skills:

• Knowledge of the function, process and systems
• Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance etc.
• Team management, Coaching and feedback ability
• Knowledge of the Insurance industry
• Excellent comprehension skills - read and interpret business requirements
• Working knowledge of MS Office - MS Excel, Power Point, Word Doc, Outlook
• Planning skills - ability to prioritize tasks and deliver per deadlines
• Adherence to EXL and client policies, code of conduct
• Efficient with Time management

Education Requirements:

• Graduate with at least fifteen (15) years of education in any discipline

Work Experience Requirements:

• Minimum 2-years' experience in Leadership role in BPO voice operations; Insurance experience preferred