Insurance Inbound Operations Lead

ExlService Holdings, Inc.; Philippines; On-site; PHP 558,000 - 837,000; Full time

Job summary

ExlService Holdings, Inc. in the Philippines seeks an Assistant Manager-Partner Operations-Operations to lead an inbound service team and ensure SLA targets, driving service excellence across multiple brands and products.

You will coach staff, monitor performance, manage rosters, and collaborate with the Partnering Performance team to deliver solutions that meet evolving customer needs and maintain a high-quality customer experience.

Qualifications

• Education: 15 years of education in any discipline.
• Experience: 2+ years in a leadership role in BPO voice operations (insurance experience preferred).
• Knowledge: insurance industry knowledge and ability to interpret business requirements.
• Skills: team management, coaching and feedback, planning, and process adherence.
• Technical: proficient in MS Office (Excel, PowerPoint, Word, Outlook).

Responsibilities

• Manage teams and ensure SLA and quality targets are met.
• Collaborate with Partnering Performance team to deliver solutions for evolving customer needs.
• Monitor transactions and take corrective steps or drive incremental improvements.
• Monitor team performance and reporting; support new hires to ramp up quickly.
• Provide coaching and feedback to improve performance and drive continuous improvement.
• Manage rosters and real-time workload balancing; handle escalations and difficult conversations.
• Guide process and system inputs to team members and ensure policy compliance.

Skills

Team management

Coaching and feedback

Attention to detail

Insurance industry knowledge

Business requirements interpretation

MS Office proficiency

Planning and prioritization

Process adherence

Time management

Education

15 years of education

Tools

MS Office

Job description

ExlService Holdings, Inc. in the Philippines seeks an Assistant Manager-Partner Operations-Operations to lead an inbound service team and ensure SLA targets, driving service excellence across multiple brands and products.

You will coach staff, monitor performance, manage rosters, and collaborate with the Partnering Performance team to deliver solutions that meet evolving customer needs and maintain a high-quality customer experience.