Assistant Manager-Partner Operations-Operations - SMNE

EXL Talent Acquisition Team; Quezon City; Sur place; PHP 600 000 - 1 000 000; Plein temps

Résumé du poste

EXL Talent Acquisition Team in Manila is seeking an Assistant Manager for Partner Operations in Operations. The role focuses on leading an inbound contact centre team across multiple brands and products, ensuring service levels and quality targets are achieved.

The ideal candidate brings 2+ years in leadership within BPO voice operations, with insurance knowledge, and strong coaching and reporting skills. This is an onsite role based in SMNE area, with responsibilities spanning team management

Qualifications

• Graduate with at least fifteen years of education in any discipline.
• Minimum 2 years in a leadership role in BPO voice operations; insurance experience preferred.
• Excellent MS Office and reporting capabilities.

Responsabilités

• Manage teams and ensure service levels and quality targets are met.
• Collaborate withPartnering Performance team to deliver customer-focused solutions.
• Monitor transactions and drive continuous improvements.
• Provide coaching to team members to improve performance.
• Adhere to rostered schedules and manage real-time queues.
• Handle escalations and difficult customer conversations effectively.
• Support change initiatives and drive a culture of innovation.

Connaissances

Function/process knowledge

Attention to detail

Team management

Insurance industry knowledge

Business requirements comprehension

MS Office proficiency

Time management

Policy/coach feedback

Planning and prioritization

Formation

Fifteen years of education

Outils

MS Office (Excel, PowerPoint, Word, Outlook)

Description du poste

Assistant Manager-Partner Operations-Operations - SMNE

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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