Inbound Service Lead for Insurance and Partner Operations

ExlService Holdings, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

ExlService Holdings, Inc. is seeking an Assistant Manager-Partner Operations to lead an inbound call center team handling policy servicing and client updates for multiple insurance products. The role focuses on achieving service levels and quality targets while driving continuous improvement.

You will collaborate with client teams, coach staff, and manage escalations, ensuring productive onboarding and a resilient, high-performance operation in a dynamic environment.

Qualifications

• Graduate with at least fifteen (15) years of education in any discipline.
• Minimum 2 years in a leadership role within BPO voice operations.
• Insurance industry experience is preferred.

Responsibilities

• Manage teams and ensure service levels and quality targets are met.
• Collaborate with Partnering Performance to deliver solutions and drive customer service culture.
• Monitor transactions and take corrective steps or drive incremental improvements.
• Oversee team performance and produce performance reports.
• Provide coaching and onboarding to new hires to achieve productivity quickly.
• Balance workloads, rosters, and manage escalations with customers when needed.

Skills

Team management

Coaching and feedback

Insurance knowledge

MS Office

Planning and prioritization

Attention to detail

Education

Graduate with 15+ years education

Tools

MS Excel

PowerPoint

Word

Outlook

Job description

ExlService Holdings, Inc. is seeking an Assistant Manager-Partner Operations to lead an inbound call center team handling policy servicing and client updates for multiple insurance products. The role focuses on achieving service levels and quality targets while driving continuous improvement.

You will collaborate with client teams, coach staff, and manage escalations, ensuring productive onboarding and a resilient, high-performance operation in a dynamic environment.