DE033712-Insurance Operations Sr Analyst

8003 Accenture Inc Company; Muntinlupa; Hybrid; PHP 60,000 - 90,000; Full time

Job summary

Accenture is seeking an Insurance Operations Senior Analyst for its hybrid team in Muntinlupa. The role leads a 15–20 person unit handling service delivery, reporting, and claims support.

Candidates should have at least 3 years in service delivery and a year of supervisory experience, preferably with insurance/claims exposure. Responsibilities include SLA attainment, regulatory compliance, and driving process improvements.

Qualifications

• 3+ years’ relevant work experience in Service Delivery.
• At least 1 year of supervisory experience.
• Preferably with background in insurance and claims.

Responsibilities

• Lead and supervise a team of 15–20 members to achieve performance targets.
• Prepare and update daily service delivery reports and account performance summaries.
• Ensure SLAs and key metrics are met and elevate issues as needed.
• Oversee process compliance with SOPs and regulatory requirements.
• Review customer complaints, identify root causes, and implement corrective actions.
• Respond to escalations, perform root-cause analysis, and develop preventive actions.
• Monitor individual performance for productivity, quality, and schedule adherence.
• Provide direct support to claims adjusters for efficient resolution.
• Coach team members through regular one-on-one sessions.
• Develop and implement performance improvement plans for underperformers.
• Participate in business transformation and migration projects.

Skills

Team Leadership

Service Delivery

Reporting & Analytics

Customer Experience

Tools

CRM Software

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.

Equal Employment Opportunity Statement

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