Insurance Operations Sr Analyst

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

POSITION TITLE: Insurance Operations Sr Analyst

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.

OTHERS:

• Project Shift Schedule: Mid Shift
• Project Rest Day: Weekends Off
• Project/Team Location: Muntinlupa Axis One

Job 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