Insurance Ops Lead — Analytics & SLA Focus (Hybrid)

8003 Accenture Inc Company; Muntinlupa; Hybrid; PHP 60,000 - 90,000; Full time

Job summary

Accenture is seeking an Insurance Operations Senior Analyst for its hybrid team in Muntinlupa. The role leads a 15–20 person unit handling service delivery, reporting, and claims support.

Candidates should have at least 3 years in service delivery and a year of supervisory experience, preferably with insurance/claims exposure. Responsibilities include SLA attainment, regulatory compliance, and driving process improvements.

Qualifications

• 3+ years’ relevant work experience in Service Delivery.
• At least 1 year of supervisory experience.
• Preferably with background in insurance and claims.

Responsibilities

• Lead and supervise a team of 15–20 members to achieve performance targets.
• Prepare and update daily service delivery reports and account performance summaries.
• Ensure SLAs and key metrics are met and elevate issues as needed.
• Oversee process compliance with SOPs and regulatory requirements.
• Review customer complaints, identify root causes, and implement corrective actions.
• Respond to escalations, perform root-cause analysis, and develop preventive actions.
• Monitor individual performance for productivity, quality, and schedule adherence.
• Provide direct support to claims adjusters for efficient resolution.
• Coach team members through regular one-on-one sessions.
• Develop and implement performance improvement plans for underperformers.
• Participate in business transformation and migration projects.

Skills

Team Leadership

Service Delivery

Reporting & Analytics

Customer Experience

Tools

CRM Software

Job description

Accenture is seeking an Insurance Operations Senior Analyst for its hybrid team in Muntinlupa. The role leads a 15–20 person unit handling service delivery, reporting, and claims support.

Candidates should have at least 3 years in service delivery and a year of supervisory experience, preferably with insurance/claims exposure. Responsibilities include SLA attainment, regulatory compliance, and driving process improvements.