Assistant Manager-Partner Operations-Operations

ExlService Holdings, Inc.; Philippines; On-site; PHP 558,000 - 837,000; Full time

Job summary

ExlService Holdings, Inc. in the Philippines seeks an Assistant Manager-Partner Operations-Operations to lead an inbound service team and ensure SLA targets, driving service excellence across multiple brands and products.

You will coach staff, monitor performance, manage rosters, and collaborate with the Partnering Performance team to deliver solutions that meet evolving customer needs and maintain a high-quality customer experience.

Qualifications

• Education: 15 years of education in any discipline.
• Experience: 2+ years in a leadership role in BPO voice operations (insurance experience preferred).
• Knowledge: insurance industry knowledge and ability to interpret business requirements.
• Skills: team management, coaching and feedback, planning, and process adherence.
• Technical: proficient in MS Office (Excel, PowerPoint, Word, Outlook).

Responsibilities

• Manage teams and ensure SLA and quality targets are met.
• Collaborate with Partnering Performance team to deliver solutions for evolving customer needs.
• Monitor transactions and take corrective steps or drive incremental improvements.
• Monitor team performance and reporting; support new hires to ramp up quickly.
• Provide coaching and feedback to improve performance and drive continuous improvement.
• Manage rosters and real-time workload balancing; handle escalations and difficult conversations.
• Guide process and system inputs to team members and ensure policy compliance.

Skills

Team management

Coaching and feedback

Attention to detail

Insurance industry knowledge

Business requirements interpretation

MS Office proficiency

Planning and prioritization

Process adherence

Time management

Education

15 years of education

Tools

MS Office

Job description

Assistant Manager-Partner Operations-Operations

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Job Info

• Job Identification 3913
• Posting Date 11/04/2025, 05:31 AM
• 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