DE033715-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 15-20 member team in a hybrid setup at Muntinlupa Axis One.

You will own reporting and analytics, ensure SLAs and metrics are met, oversee process compliance, address customer issues, coach staff, support claims adjusters, and contribute to transformation and migration projects.

Qualifications

• 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

• Lead a team of 15-20 members to deliver high performance.
• Prepare and update daily service delivery reports and performance summaries.
• Ensure SLAs and key operational metrics are met.
• Oversee procedures for compliance with country-specific and regulatory requirements.
• Address customer complaints and root causes, with corrective actions.
• Respond to escalations and develop corrective/preventive actions.
• Monitor individual performance in productivity, quality, and attendance.
• Assist claims adjusters in handling and resolving claims.
• Provide coaching and development through regular one-on-one sessions.
• Implement performance improvement plans for underperformers.
• Contribute to business transformation and migration projects.
• Shift schedule: Mid Shift, weekends off, location Muntinlupa Axis One.

Skills

Team Lead profile

Service Delivery

Supervisory experience

Insurance/claims background

Job description

Job Description:

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: 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 year

Requirements: