Lead, Partner Operations — Inbound Service

ExlService Holdings, Inc.; Hinoba-an; On-site; PHP 420,000 - 660,000; Full time

Job summary

ExlService Holdings, Inc. is seeking an Assistant Manager-Partner Operations to lead an inbound calls team handling policy servicing and updates across multiple insurance policies. You will ensure service levels and coach staff to deliver accurate changes in client systems.

The role emphasizes collaboration with the client's Partnering Performance team, driving process improvements, monitoring performance, and managing rostering and escalations to maintain a high standards of customer care.

Qualifications

• Lead inbound call handling and policy servicing.
• Coach and develop team to meet service levels and quality targets.
• Understand insurance domain processes and client requirements.

Responsibilities

• Manage teams and ensure Service Level and quality targets are met.
• Collaborate with Partnering Performance team to deliver solutions for evolving customer needs.
• Monitor transactions and implement corrective steps or improvements.
• Mentor new hires to achieve productivity quickly.
• Provide coaching to enhance team performance and adherence to rosters.
• Handle escalations and difficult conversations with clients as needed.
• Balance workload and optimize queue management.

Skills

Team management

Leadership

Attention to detail

Insurance knowledge

MS Office

Planning & scheduling

Communication skills

Education

Graduate with at least fifteen (15) years of education in any discipline

Tools

MS Excel

MS PowerPoint

MS Word

Outlook

Job description

ExlService Holdings, Inc. is seeking an Assistant Manager-Partner Operations to lead an inbound calls team handling policy servicing and updates across multiple insurance policies. You will ensure service levels and coach staff to deliver accurate changes in client systems.

The role emphasizes collaboration with the client's Partnering Performance team, driving process improvements, monitoring performance, and managing rostering and escalations to maintain a high standards of customer care.