Operational Excellence Manager

Qoala; Metro Manila; On-site; PHP 1,200,000 - 1,700,000; Full time

Job summary

Qoala is seeking an Operational Excellence Manager in Metro Manila to drive end-to-end claims, invoicing, and collections processes. You will coach a small team, set performance targets, and partner with service centers to enhance resolution quality and efficiency.

You’ll build dashboards and implement automation to reduce turnaround times and improve receivables visibility, while maintaining strong stakeholder communication with leadership and partners.

Qualifications

• 4-6+ years of experience in insurance operations, claims management, or related field

Responsibilities

• Oversee claim analysis and coordination performed by the Claim Associate, ensuring accuracy and completeness of assessments
• Build, maintain, and expand relationships with service centers and repair partners to expedite claims and improve resolution quality
• Set and monitor claim turnaround time (TAT) targets and service level agreements (SLAs)
• Act as escalation point for complex, disputed, or delayed claims
• Identify recurring claim issues and drive process or partner-network improvements
• Leverage technology and tools to streamline claims and invoicing processes
• Identify manual or repetitive tasks and introduce automations to increase speed and accuracy
• Build and maintain trackers/dashboards that give real-time visibility into claim status, service center performance, and receivables
• Evaluate and recommend new tools or system enhancements as the team scales
• Oversee preparation, issuance, and accuracy of invoices managed by Finance Ops
• Monitor outstanding receivables and drive timely collection follow-up
• Review and resolve invoicing discrepancies in coordination with Finance Ops and relevant partners
• Track and report on collections status and days sales outstanding (DSO)
• Directly manage, coach, and evaluate the Claim Associate and Finance Ops associate
• Set KPIs aligned to claims TAT, accuracy, and collections targets
• Identify process gaps and lead development of SOPs for claims and invoicing workflows
• Prepare and present regular reports on claims metrics, service center performance, and invoicing/collections status to leadership

Skills

Insurance operations

Claims management

Vendor management

Accounts receivable

People management

Analytical thinking

Communication

Tools

Trackers

Dashboards

Spreadsheets

Workflow automation tools

Job description

The Operational Excellence Manager owns the end-to-end claims and invoicing process, ensuring accuracy, efficiency, and compliance at every stage from intake through resolution and settlement. Also responsible for monitoring and improving team performance, setting clear targets, coaching team members, and identifying process improvements that increase operational efficiency and reduce turnaround times.

Responsibilities

Claims Operations & Service Center Network

• Oversee claim analysis and coordination performed by the Claim Associate, ensuring accuracy and completeness of assessments
• Build, maintain, and expand relationships with service centers and repair partners to expedite claims and improve resolution quality
• Set and monitor claim turnaround time (TAT) targets and service level agreements (SLAs)
• Act as escalation point for complex, disputed, or delayed claims
• Identify recurring claim issues and drive process or partner-network improvements

Process Improvement & Technology

• Leverage technology and tools (e.g., trackers, dashboards, spreadsheets, workflow/automation tools) to streamline claims and invoicing processes
• Identify manual or repetitive tasks across the team and introduce simple automations or system improvements to increase speed and accuracy
• Build and maintain trackers/dashboards that give real-time visibility into claim status, service center performance, and receivables
• Evaluate and recommend new tools or system enhancements as the team and portfolio scale

Invoicing & Collections (AR)

• Oversee preparation, issuance, and accuracy of invoices managed by Finance Ops
• Monitor outstanding receivables and drive timely collection follow-up
• Review and resolve invoicing discrepancies in coordination with Finance Ops and relevant partners
• Track and report on collections status and days sales outstanding (DSO)

Team Leadership

• Directly manage, coach, and evaluate the Claim Associate and Finance Ops associate
• Set individual KPIs aligned to claims TAT, accuracy, and collections targets
• Identify process gaps and lead the development of SOPs for claims and invoicing workflows

Reporting

• Prepare and present regular reports on claims metrics, service center performance, and invoicing/collections status to leadership

Requirements

• 4-6+ years of experience in insurance operations, claims management, or a related field (insurtech or fintech experience is a plus)
• Proven experience managing vendor or partner networks (e.g., service centers, repair shops, or similar)
• Working knowledge of invoicing and accounts receivable (AR) processes
• People management experience, including with small teams
• Strong analytical and problem-solving skills, with comfort operating in a fast-scaling, process-building environment
• Excellent communication and stakeholder management skills