Insurance Ops Sr Analyst — People Leadership & Compliance

Accenture in the Philippines; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Accenture in the Philippines is hiring a Insurance Operations Senior Analyst to lead a team providing customer service via inbound calls in a return-to-office setup. You will coach staff, ensure service levels align with client policies, and drive regulatory/compliance adherence from day one.

The role emphasizes leadership, coaching, and performance management with focus on VOC trends and escalation handling in a night shift schedule from Muntinlupa Axis One.

Qualifications

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

Responsibilities

• 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.
• 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.
• OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends Off Project/Team Location: Muntinlupa Axis One

Skills

Customer service

Supervisory experience

Job description

Accenture in the Philippines is hiring a Insurance Operations Senior Analyst to lead a team providing customer service via inbound calls in a return-to-office setup. You will coach staff, ensure service levels align with client policies, and drive regulatory/compliance adherence from day one.

The role emphasizes leadership, coaching, and performance management with focus on VOC trends and escalation handling in a night shift schedule from Muntinlupa Axis One.