DE033712-Insurance Operations Sr Analyst

Accenture in the Philippines; Muntinlupa; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Accenture in the Philippines is seeking an Insurance Operations Senior Analyst in a hybrid setup at Muntinlupa. The role leads a 15-20 person team, ensuring service levels, quality, and regulatory compliance while driving process improvements and customer experience.

You will supervise staff, manage daily reports, and support claims processing with coaching and development for continuous growth within a dynamic BPO/SSP environment.

Qualifications

• Standard Team Lead profile.
• 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 year.

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 SLAs and key operational metrics, including customer and stakeholder measures.
• Process Compliance: Oversee SOP adherence and regulatory requirements.
• Customer Experience: Review and address customer complaints, identify root causes, implement corrective actions.
• Issue Resolution: Respond to process escalations, perform root cause analysis, develop CAPA strategies.
• Individual Performance Monitoring: Track member performance in productivity, quality, and schedule adherence.
• Operational Support: Assist claims adjusters in handling and resolving claims.
• Coaching & Development: Conduct regular one-on-one coaching for growth.
• Performance Improvement: Implement improvement plans for underperformers.
• Project Involvement: Participate in transformation initiatives and migration projects.
• OTHERS: Project Shift Schedule: Morning/Mid Shift; Rest Day: Weekends Off; Location: Muntinlupa Axis One.

Skills

Team leadership

Service delivery

Supervisory experience

Insurance/claims background

Job description

Eligibility

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

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