DE033961-Insurance Operations Sr Analyst

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

Job summary

Accenture in the Philippines is hiring a Insurance Operations Senior Analyst to lead a team providing customer service via inbound calls in a return-to-office setup. You will coach staff, ensure service levels align with client policies, and drive regulatory/compliance adherence from day one.

The role emphasizes leadership, coaching, and performance management with focus on VOC trends and escalation handling in a night shift schedule from Muntinlupa Axis One.

Qualifications

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

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.
• 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

Skills

Customer service

Supervisory experience

Job description

Insurance Operations Sr Analyst

WORK SETUP: Return to Office

• 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