Hybrid Operations Leader, Insurance BPO

QBE Group Shared Services Centre; Cebu City; Hybrid; PHP 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Flexible working

Job summary

QBE Group Shared Services Centre in Cebu City is seeking a leadership role to drive the performance of a major line of business. You will lead a large-scale operation, improving customer service, productivity and cost outcomes while aligning with strategic priorities.

You will manage stakeholder relationships, ensure compliance with policies and regulations, and coach a sizeable team to execute operational targets with data-driven insight.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Five+ years of experience managing large teams (100+ FTE) in financial services.
• Proven leadership and coaching within a large operation.
• Strong workforce management knowledge and contact centre metrics.

Responsibilities

• Translate business strategy into operational objectives and drive performance across the line of business.
• Lead service, productivity, quality and cost outcomes through continuous improvement.
• Develop and implement customer service programs, processes and procedures.
• Ensure compliance with company policies, guidelines, regulations and service standards.
• Manage reviews, budgets and relationships with clients, agents and service providers.
• Lead and guide the team in handling escalated transactions and critical issues.

Skills

Leadership

Stakeholder management

Communication

Analytical skills

Education

Bachelor's degree

Job description

QBE Group Shared Services Centre in Cebu City is seeking a leadership role to drive the performance of a major line of business. You will lead a large-scale operation, improving customer service, productivity and cost outcomes while aligning with strategic priorities.

You will manage stakeholder relationships, ensure compliance with policies and regulations, and coach a sizeable team to execute operational targets with data-driven insight.