Customer Support Manager (BDO Life)

BDO Unibank; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

BDO Unibank seeks an experienced Customer Support Manager to lead the Billing, Collections, and Policy Services team. You will oversee end-to-end premium billing and collections, policy servicing, client support, and drive operational excellence for group insurance accounts.

The ideal candidate is a strong people leader with expertise in insurance operations, billing and collections management, client servicing, and process improvement.

Qualifications

• Bachelor's degree in Business Administration, Finance, Insurance, Management, or related field.
• At least 5 years in insurance operations, customer service, billing/collections, or policy administration.
• Minimum 2 years of leadership or team management experience.
• Strong understanding of billing, collections, policy servicing, and insurance operations.
• Excellent client relationship and stakeholder management skills.
• Strong analytical, problem-solving, and process improvement capabilities.
• Experience in UAT testing and operational project implementation is an advantage.
• Excellent verbal and written communication skills.

Responsibilities

• Lead end-to-end premium billing, collection, payment posting, and reconciliation processes.
• Drive collection strategies to ensure timely recovery of accounts receivable.
• Monitor collection performance against targets and service level agreements.
• Establish controls and operational processes that support efficient collections and accurate reporting.
• Prepare and review monthly operational reports.
• Ensure compliance with company policies and procedures.
• Oversee end-to-end policy servicing for group insurance accounts.
• Ensure accurate and timely processing of group insurance applications and policy transactions.
• Monitor outstanding premium collections and follow up on aging accounts.
• Ensure policy-related disbursements are processed within established timelines.
• Review and verify claims-related transactions for accuracy and completeness.
• Maintain high service standards for clients, brokers, and business partners.
• Respond to client, broker, and intermediary inquiries through phone and email channels.
• Resolve service concerns within agreed turnaround times.
• Escalate complex cases to senior management when necessary.
• Provide timely updates and resolution status to stakeholders.
• Continuously improve customer satisfaction and service delivery.
• Lead, coach, and develop a team of customer service professionals.
• Monitor individual and team performance against KPIs.
• Conduct performance reviews, provide feedback, and implement development plans.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Serve as a User Acceptance Testing (UAT) representative for operational initiatives and system enhancements.
• Develop and execute test cases.
• Document and validate test results.
• Ensure operational readiness prior to production deployment.

Skills

Leadership

Customer service

Stakeholder management

Communication skills

Analytical thinking

Process improvement

Team coaching

UAT testing

Problem solving

Education

Bachelor's degree

Tools

Test management

Job description

We are seeking an experienced and customer-focused Customer Support Manager to lead our Billing, Collections, and Policy Services team. This role is responsible for overseeing end-to-end premium collection activities, policy servicing, client support, and operational excellence for group insurance accounts.

The ideal candidate is a strong people leader with expertise in insurance operations, billing and collections management, client servicing, and process improvement. They will play a critical role in ensuring service quality, operational efficiency, and an outstanding customer experience.

Key Responsibilities:

Billing & Collections Management

• Lead and manage end-to-end premium billing, collection, payment posting, and reconciliation processes.
• Drive collection strategies to ensure timely recovery of accounts receivable.
• Monitor collection performance against targets and service level agreements.
• Establish controls and operational processes that support efficient collections and accurate reporting.
• Prepare and review monthly operational reports.
• Ensure compliance with company policies and procedures.
• Oversee end-to-end policy servicing for group insurance accounts.
• Ensure accurate and timely processing of group insurance applications and policy transactions.
• Monitor outstanding premium collections and follow up on aging accounts.
• Ensure policy-related disbursements are processed within established timelines.
• Review and verify claims-related transactions for accuracy and completeness.
• Maintain high service standards for clients, brokers, and business partners.

Customer Experience Management

• Respond to client, broker, and intermediary inquiries through phone and email channels.
• Resolve service concerns within agreed turnaround times.
• Escalate complex cases to senior management when necessary.
• Provide timely updates and resolution status to stakeholders.
• Continuously improve customer satisfaction and service delivery.
• Lead, coach, and develop a team of customer service professionals.
• Monitor individual and team performance against KPIs.
• Conduct performance reviews, provide feedback, and implement development plans.
• Foster a culture of accountability, collaboration, and continuous improvement.

Process Improvement & Testing Support

• Serve as a User Acceptance Testing (UAT) representative for operational initiatives and system enhancements.
• Develop and execute test cases.
• Document and validate test results.
• Ensure operational readiness prior to production deployment.

Qualifications:

• Bachelor's degree in Business Administration, Finance, Insurance, Management, or a related field.
• At least 5 years of experience in insurance operations, customer service, billing and collections, or policy administration.
• Minimum 2 years of leadership or team management experience.
• Strong understanding of billing, collections, policy servicing, and insurance operations.
• Excellent client relationship and stakeholder management skills.
• Strong analytical, problem-solving, and process improvement capabilities.
• Experience in UAT testing and operational project implementation is an advantage.
• Excellent verbal and written communication skills.