Insurance Ops Supervisor (Hybrid) - Lead & Optimize

Manulife/John Hancock; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Job summary

Manulife/John Hancock in Manila is seeking an Operations Supervisor to guide the Insurance Operations team, monitor performance, and drive short- and long-term goals aligned with business operations expectations.

The role emphasizes directing onshore/offshore associates, daily SLA status updates, audits, and cross-department collaboration. A BA/BS or equivalent education is expected, with a hybrid work arrangement and opportunities to engage in enterprise initiatives.

Qualifications

• Prior supervisory experience or demonstrated exemplary performance as a tenured associate.
• BA/BS or some post-secondary education required.

Responsibilities

• Provide direction to onshore or offshore associates.
• Effectively communicate daily status of Service Levels.
• Liaise with other departments for unit reporting and metrics.
• Provide feedback for corrective actions from audits.
• Maintain inter-department relationships and collaborative efforts.
• Set and enforce clear expectations for quality, productivity, and behavior.
• Conduct regular team meetings to review issues and educate staff.
• Coach associates with sound judgment on escalated issues.
• Provide front-line management presence with constant interaction.
• Identify service issues, trends, and training needs.
• Provide timely feedback to management and units.
• Monitor and manage daily workflow.
• Support disaster recovery testing and recognition programs.
• Support employee engagement activities.
• Assist in risk initiatives to mitigate risk.
• Act as project lead on large administrative projects.
• Other duties as assigned.
• Maintain procedures and knowledge of legal/policy guidelines.
• Manage data and analytics including metrics and ad hoc reporting.

Skills

Supervisory experience

Team leadership

Performance monitoring

Communication

Education

BA/BS or equivalent

Job description

Manulife/John Hancock in Manila is seeking an Operations Supervisor to guide the Insurance Operations team, monitor performance, and drive short- and long-term goals aligned with business operations expectations.

The role emphasizes directing onshore/offshore associates, daily SLA status updates, audits, and cross-department collaboration. A BA/BS or equivalent education is expected, with a hybrid work arrangement and opportunities to engage in enterprise initiatives.