Assistant Manager-Partner Operations-Operations - SMNE

ExlService Holdings, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

ExlService Holdings, Inc. is seeking an Assistant Manager-Partner Operations to lead an inbound call center team handling policy servicing and client updates for multiple insurance products. The role focuses on achieving service levels and quality targets while driving continuous improvement.

You will collaborate with client teams, coach staff, and manage escalations, ensuring productive onboarding and a resilient, high-performance operation in a dynamic environment.

Qualifications

• Graduate with at least fifteen (15) years of education in any discipline.
• Minimum 2 years in a leadership role within BPO voice operations.
• Insurance industry experience is preferred.

Responsibilities

• Manage teams and ensure service levels and quality targets are met.
• Collaborate with Partnering Performance to deliver solutions and drive customer service culture.
• Monitor transactions and take corrective steps or drive incremental improvements.
• Oversee team performance and produce performance reports.
• Provide coaching and onboarding to new hires to achieve productivity quickly.
• Balance workloads, rosters, and manage escalations with customers when needed.

Skills

Team management

Coaching and feedback

Insurance knowledge

MS Office

Planning and prioritization

Attention to detail

Education

Graduate with 15+ years education

Tools

MS Excel

PowerPoint

Word

Outlook

Job description

Assistant Manager-Partner Operations-Operations - SMNE

Job Info

• Job Identification 14682
• Posting Date 07/09/2026, 01:19 PM
• Job Role Partner Operations-Operations
• Experience (In Years) 0-3
• Job Location Work from office - SMNE

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