Asst. Manager - CUSTOMER SERVICE & OPS SC

ICICI Prudential Life Insurance; Hinoba-an; On-site; PHP 300,000 - 420,000; Full time

Job summary

ICICI Prudential Life Insurance in the Philippines seeks an Asst. Manager - Customer Service & OPS SC to design, implement, and evaluate learning interventions aligning with business goals.

You will conduct needs analysis, facilitate induction, and drive diverse training programs across classroom, virtual, and on-the-job formats. The role focuses on improving customer experience through capability enhancement, timely metrics, and vendor capability building, requiring strong English and MS Office

Qualifications

• Graduate with 2–3 years of work experience.
• Strong analytical and communication skills.
• Proficient in MS Office and data handling.

Responsibilities

• Design, implement and evaluate learning interventions to enhance performance.
• Conduct TNI via stakeholder discussions and performance analysis.
• Facilitate induction training, assessment and certification.
• Drive learning programs across classroom, virtual, and e-learning.
• Measure training effectiveness using KPIs and business impact.
• Create monthly training calendars and training MIS.

Skills

Analytical skills

English proficiency

MS Office

Facilitation & presentation

Communication & influencing

multitask learning initiatives

Tools

MS Office

Job description

Asst. Manager - CUSTOMER SERVICE & OPS SC

KeyResponsibilities Therole will be responsible for designing, implementing, and evaluating learninginterventions that enhance employee performance, improve customer experienceand support business objectives

• Conduct Training Needs Identification(TNI) through stakeholder discussions, performance analysis, qualitymetrics, customer feedback and process changes.
• Facilitate induction training, assessmentand certification for new joiners and existing Customer Service andOperations team members
• Drive continuouscapability enhancement to improve operational excellence and customersatisfaction and drive First time right
• Deploy learning programsincluding classroom, virtual, e-learning and instructor-led sessions
• Drive vendor capabilitybuilding by conducting training programs for vendor staff
• Measure trainingeffectiveness using learning KPIs, assessment scores and business impact
• Create monthly training calendars
• Responsible for Training MIS and Analytics– correlation of learning and impact of training on business metrics.

Qualifications Education &Experience Graduate with min 2-3 yearsof work experience

Skills& Attributes

• Analytical skills withGood written and spoken English
• Excellent knowledge of MSOffice
• Excellent facilitation,presentation, communication, and influencing skills.
• Ability to manage multiplelearning initiatives simultaneously in a fast-paced environment