Insurance Ops Lead (Night Shift) – On-site

Accenture PLC; Muntinlupa; Presencial; PHP 550.000 - 850.000; Jornada completa

Descripción de la vacante

Accenture PLC in the Philippines is seeking an Insurance Operations Senior Analyst for a return-to-office role in Muntinlupa. You will oversee customer service reps, coach staff, manage performance, ensure service levels, and uphold regulatory and contractual requirements.

Night shift with weekends off is noted. The role requires at least 3 years of relevant experience and 1 year in supervision. Join a global leader in consulting and services.

Formación

• At least 3 years relevant experience; 1 year supervisory experience.

Responsabilidades

• Oversees customer service representatives whose primary function is to handle customer service inquiries via inbound calls.
• Acts as the staff’s first escalation point for all types of issues (people, process and technology).
• Accountable for the overall skill/competency and development of his/her direct reports through performance coaching, mentoring and talent development efforts.
• Accountable for overall service level performance of associates according to established policies and business rules set by the client.
• Assists the Operations Customer Contact Manager in overall day-to-day operations through effective monitoring and management of team performance.
• Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards. Reports suspected or confirmed issues on the same day of discovery to the manager and/or the Compliance Department.
• Responsible for ensuring staff’s understanding of contractual and regulatory requirements and reporting immediately all suspected or confirmed issues or concerns to a manager and/or the Compliance Department.
• Provides leadership, mentoring, and supervision of staff.
• Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department, and for conducting follow-up investigation as needed.
• Performs Root Cause Analysis (RCA) for performance deviations and implement improvement plans and associate coaching as needed; and.
• Studies and analyzes VOC (Voice of the Customer) trends and customer feedback and works towards improving performance.

Conocimientos

Customer service

Team supervision

Performance coaching

Root Cause Analysis

VOC analysis

Descripción del empleo

Accenture PLC in the Philippines is seeking an Insurance Operations Senior Analyst for a return-to-office role in Muntinlupa. You will oversee customer service reps, coach staff, manage performance, ensure service levels, and uphold regulatory and contractual requirements.

Night shift with weekends off is noted. The role requires at least 3 years of relevant experience and 1 year in supervision. Join a global leader in consulting and services.