DE033961-Insurance Operations Sr Analyst

Accenture PLC; Muntinlupa; Sur place; PHP 550 000 - 850 000; Plein temps

Résumé du poste

Accenture PLC in the Philippines is seeking an Insurance Operations Senior Analyst for a return-to-office role in Muntinlupa. You will oversee customer service reps, coach staff, manage performance, ensure service levels, and uphold regulatory and contractual requirements.

Night shift with weekends off is noted. The role requires at least 3 years of relevant experience and 1 year in supervision. Join a global leader in consulting and services.

Qualifications

• At least 3 years relevant experience; 1 year supervisory experience.

Responsabilités

• Oversees customer service representatives whose primary function is to handle customer service inquiries via inbound calls.
• Acts as the staff’s first escalation point for all types of issues (people, process and technology).
• Accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring and talent development efforts.
• Accountable for overall service level performance of associates according to established policies and business rules set by the client.
• Assists the Operations Customer Contact Manager in overall day-to-day operations through effective monitoring and management of team performance.
• Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards. Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department.
• Responsible for ensuring staff’s understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and/or the Compliance Department.
• Provides leadership, mentoring, and supervision of staff.
• Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow-up investigation as needed.
• Performs Root Cause Analysis (RCA) for performance deviations and implement improvement plans and associate coaching as needed; and.
• Studies and analyzes VOC (Voice of the Customer) trends and customer feedback and works towards improving performance.

Connaissances

Customer service

Team supervision

Performance coaching

Root Cause Analysis

VOC analysis

Description du poste

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: Return to Office

Responsibilities

• Oversees customer service representatives whose primary function is to handle customer service inquiries via inbound calls;


• Acts as the staff’s first escalation point for all types of issues (people, process and technology);


• Accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring and talent development efforts;


• Accountable for overall service level performance of associates according to established policies and business rules set by the client;


• Assists the Operations Customer Contact Manager in overall day-to-day operations through effective monitoring and management of team performance;


• Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards. Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department;


• Responsible for ensuring staff’s understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and/or the Compliance Department;


• Provides leadership, mentoring, and supervision of staff;


• Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow-up investigation as needed;


• Performs Root Cause Analysis (RCA) for performance deviations and implement improvement plans and associate coaching as needed; and.


• Studies and analyzes VOC (Voice of the Customer) trends and customer feedback and works towards improving performance.

Others:

Project Shift Schedule: Night Shift

Project Rest Day: Weekends Off

Project/Team Location: Muntinlupa Axis One

Skill And Qualifications:

• At least 3 years relevant experience; 1 year supervisory experience

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

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.