DE033712-Insurance Operations Sr Analyst

8003 Accenture Inc Company; Muntinlupa; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Accenture PLC in Philippines is seeking an Insurance Operations Senior Analyst for a hybrid work setup in Metro Manila. The role leads a 15-20 member team, driving service delivery, performance metrics, and compliance within insurance operations.

You will monitor SLAs, handle escalations, and coach staff to improve productivity and quality while supporting claims processes and operational improvements. The position requires strong leadership and regulatory awareness.

Qualifications

• 3+ years’ relevant work experience in Service Delivery
• At least 1 year of supervisory experience
• Background in insurance and claims preferred

Responsibilities

• Lead and supervise a team of 15-20 members
• Prepare and update daily service delivery reports and performance summaries
• Ensure SLAs and key metrics are met
• Oversee process compliance with SOPs and regulatory requirements
• Address customer complaints and identify root causes for corrective action
• Respond to escalations, conduct root-cause analysis, and develop CAPA
• Monitor individual performance: productivity, quality, and schedule adherence
• Provide support to claims adjusters in handling and resolving claims
• Conduct regular coaching sessions for team development
• Develop and implement performance improvement plans
• Participate in business transformation initiatives and migration projects

Skills

Team leadership

Service delivery

Supervisory experience

Insurance/claims background

Job description

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Insurance Operations Sr Analyst

WORK SETUP: Hybrid

RESPONSIBILITIES

• Team Leadership: Supervise and manage a team of 15-20 members, fostering a collaborative and high-performance work environment.
• Reporting & Analytics: Prepare and update daily service delivery reports and account-specific performance summaries.
• Performance Management: Ensure achievement of service level agreements (SLAs) and key operational metrics, including customer and key stakeholder measures.
• Process Compliance: Oversee adherence to standard operating procedures and ensure compliance with relevant country-specific and regulatory requirements.
• Customer Experience: Review and address customer complaints, identify root causes within operational control, and implement corrective action plans.
• Issue Resolution: Respond to process escalations, conduct root cause analysis, and develop both corrective and preventive action strategies.
• Individual Performance Monitoring: Track and ensure individual team member performance in terms of productivity, quality, and schedule adherence.
• Operational Support: Provide direct assistance to claims adjusters in handling and resolving claims efficiently.
• Coaching & Development: Conduct regular one-on-one coaching sessions to support continuous improvement and professional growth.
• Performance Improvement: Develop and implement performance improvement plans for team members not meeting expectations.
• Project Involvement: Participate in business transformation initiatives and support migration projects.

OTHERS

• Project Shift Schedule: Morning/Mid Shift
• Project Rest Day: Weekends Off
• Project/Team Location: Muntinlupa Axis One

SKILL AND QUALIFICATIONS

• Standard Team Lead profile
• With at least 3 years’ relevant work experience in Service Delivery
• At least 1 year of supervisory experience
• Preferably with background in insurance and claims of at least 1

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com

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