Insurance Operations Lead: Claims & Team Performance

8003 Accenture Inc Company; Muntinlupa; Hybrid; PHP 520,000 - 900,000; Full time

Job summary

Accenture is seeking an Insurance Operations Senior Analyst in a hybrid setup in the Metro Manila area. You will lead a 15-20 member team, ensuring SLA achievement and effective performance management across daily service delivery tasks.

The role demands strong reporting and analytics, compliance with procedures, and proactive handling of customer issues and claims. Prior supervisory experience and insurance/claims background are highly valued.

Qualifications

• Standard Team Lead profile.
• With at least 3 years’ relevant work experience in Service Delivery.
• At least 1 year of supervisory experience.
• Preferably with background in insurance and claims of at least 1 year.

Responsibilities

• Team Leadership: Supervise and manage a team of 15-20 members, fostering a collaborative and high-performance work environment.
• Reporting & Analytics: Prepare and update daily service delivery reports and account-specific performance summaries.
• Performance Management: Ensure achievement of service level agreements (SLAs) and key operational metrics, including customer and key stakeholder measures.
• Process Compliance: Oversee adherence to standard operating procedures and ensure compliance with relevant country-specific and regulatory requirements.
• Customer Experience: Review and address customer complaints, identify root causes within operational control, and implement corrective action plans.
• Issue Resolution: Respond to process escalations, conduct root cause analysis, and develop both corrective and preventive action strategies.
• Individual Performance Monitoring: Track and ensure individual team member performance in terms of productivity, quality, and schedule adherence.
• Operational Support: Provide direct assistance to claims adjusters in handling and resolving claims efficiently.
• Coaching & Development: Conduct regular one-on-one coaching sessions to support continuous improvement and professional growth.
• Performance Improvement: Develop and implement performance improvement plans for team members not meeting expectations.
• Project Involvement: Participate in business transformation initiatives and support migration projects.

Skills

Team Lead profile

Service Delivery experience

Supervisory experience

Insurance/claims background

Job description

Accenture is seeking an Insurance Operations Senior Analyst in a hybrid setup in the Metro Manila area. You will lead a 15-20 member team, ensuring SLA achievement and effective performance management across daily service delivery tasks.

The role demands strong reporting and analytics, compliance with procedures, and proactive handling of customer issues and claims. Prior supervisory experience and insurance/claims background are highly valued.