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 Sr Analyst to lead a mid-sized team in a hybrid work setup in Muntinlupa. You will oversee daily service delivery, reporting, and performance against SLAs while ensuring compliance with SOPs and regulatory requirements.

You will address customer complaints, perform root-cause analyses, and drive corrective actions. The role involves coaching, development, and participation in transformation projects to improve outcomes.

Qualifications

• Standard Team Lead profile.
• 3+ years in Service Delivery.
• 1+ year supervisory experience.
• Insurance and claims background preferred.

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 adherence to SOPs and regulatory requirements.
• Customer Experience: Review and address customer complaints, identify root causes, and implement corrective actions.
• Issue Resolution: Respond to process escalations, perform root-cause analysis, and develop corrective/preventive actions.
• Individual Performance Monitoring: Track 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 business transformations and migration projects.
• Project Shift Schedule: Morning/Mid shift; weekends off; location: Muntinlupa Axis One.

Skills

Team Leadership

Service Delivery

People Management

Customer/Insurance knowledge

Job description

Eligibility & Position

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.


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

Skills & 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