Life & Annuity BPO Operations Supervisor – Lead & Optimize

NTT DATA, Inc.; Metro Manila; On-site; PHP 45,000 - 65,000; Full time

Job summary

NTT DATA, Inc. in Manila is seeking a BPO Operations Supervisor to lead a small team on life insurance and annuity programs. You will supervise 2+ staff, assign work, and ensure high-quality service to clients while maintaining guidelines and processes.

The role requires at least 2 years of supervisory experience, strong client service and budgeting skills, and the ability to collaborate with internal teams and clients to resolve issues.

Qualifications

• At least 2 years of relevant supervisory/leadership experience.
• Experience handling BPO Life Insurance & Annuity program.
• amenable to work onsite in Eastwood, Quezon City.

Responsibilities

• Provides front-line supervision to an operational, production, sales, service or administrative team of 2+ employees.
• Leads staff to complete assignments using established guidelines, policies and procedures.
• Assigns work to direct reports.
• Recommends and takes action on hiring, promotions, and disciplinary actions.
• Supervises team ensuring highest quality of service is provided to clients.
• Monitors performance of team and reports results and issues to higher-level leadership.
• Assists team with escalated client or account issues.
• Manages the hiring, staffing and maintaining of a diverse and effective workforce.
• Responsible for career development / planning, performance and pay discussions of team members.
• Interacts with clients and internal departments to resolve issues.
• Leads staff to complete assignments using established guidelines, policies and procedures.
• Demonstrates professional courtesy and represents the company in a positive manner in all areas of internal and external communications.
• Responsible for appropriate record keeping, required reports, and ensuring related administrative functions are correct and maintained.
• Compiles and analyzes data to identify trends for root cause analysis.

Skills

Supervisory experience

Client service

Project management

Analytical skills

Budgeting / P&L

Job description

NTT DATA, Inc. in Manila is seeking a BPO Operations Supervisor to lead a small team on life insurance and annuity programs. You will supervise 2+ staff, assign work, and ensure high-quality service to clients while maintaining guidelines and processes.

The role requires at least 2 years of supervisory experience, strong client service and budgeting skills, and the ability to collaborate with internal teams and clients to resolve issues.