Insurance Operations Leader: Claims & SLA Analytics

Accenture; Metro Manila; On-site; PHP 420,000 - 720,000; Full time

Job summary

Accenture is seeking an Insurance Operations Sr Analyst in the Philippines to lead a 15-20 member team and drive service delivery excellence. You will manage reporting, analytics, and performance against SLAs while ensuring regulatory compliance and high customer satisfaction.

You will also coach team members, resolve escalations, and contribute to business transformation initiatives, including migration projects, with weekend offs and mid-shift scheduling.

Qualifications

• Standard Team Lead profile.
• 3+ years in Service Delivery.
• At least 1 year of supervisory experience.
• Insurance and claims background preferred (1 year).

Responsibilities

• Supervise a team of 15-20 members and foster high-performance teamwork.
• Prepare and update daily service delivery reports and account performance summaries.
• Ensure SLAs and key operational metrics are met.
• Oversee adherence to SOPs and regulatory requirements.
• Review customer complaints, identify root causes, and implement corrective actions.
• Respond to process escalations, perform root cause analysis, and design preventive actions.
• Monitor individual performance for productivity, quality, and schedule adherence.
• Provide direct support to claims adjusters for efficient claim resolution.
• Conduct one-on-one coaching for continuous improvement and growth.
• Develop and implement performance improvement plans for underperformers.
• Participate in business transformation and migration projects.

Skills

Team Leadership

Reporting & Analytics

Performance Management

Customer Experience

Coaching

Job description

Accenture is seeking an Insurance Operations Sr Analyst in the Philippines to lead a 15-20 member team and drive service delivery excellence. You will manage reporting, analytics, and performance against SLAs while ensuring regulatory compliance and high customer satisfaction.

You will also coach team members, resolve escalations, and contribute to business transformation initiatives, including migration projects, with weekend offs and mid-shift scheduling.