Operations Manager (BPO/Insurance)

QBE Group Shared Services Centre; Cebu City; Hybrid; PHP 1,800,000 - 3,200,000; Full time

Benefits offered by this job

Flexible working

Job summary

QBE Group Shared Services Centre in Cebu City is seeking a leadership role to drive the performance of a major line of business. You will lead a large-scale operation, improving customer service, productivity and cost outcomes while aligning with strategic priorities.

You will manage stakeholder relationships, ensure compliance with policies and regulations, and coach a sizeable team to execute operational targets with data-driven insight.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Five+ years of experience managing large teams (100+ FTE) in financial services.
• Proven leadership and coaching within a large operation.
• Strong workforce management knowledge and contact centre metrics.

Responsibilities

• Translate business strategy into operational objectives and drive performance across the line of business.
• Lead service, productivity, quality and cost outcomes through continuous improvement.
• Develop and implement customer service programs, processes and procedures.
• Ensure compliance with company policies, guidelines, regulations and service standards.
• Manage reviews, budgets and relationships with clients, agents and service providers.
• Lead and guide the team in handling escalated transactions and critical issues.

Skills

Leadership

Stakeholder management

Communication

Analytical skills

Education

Bachelor's degree

Job description

• Hybrid role, Happy to talk flexible working

The opportunity

Join QBE in a leadership role responsible for driving the performance of an entire line of business. You will lead a large-scale operation, strengthen customer service and translate business priorities into effective operational outcomes.

About QBE

At QBE, we get to the heart of what matters for our customers. And we do it all with a human touch. We’re an international insurer with more than 13,000 people working across 26 countries – which means we’re big enough for your ambitions, yet small enough for you to make a real impact. It’s an exciting time. We’re building momentum towards our vision to become the most consistent and innovative risk partner. What if you could have a positive impact – at work and in the world? As part of the QBE team, you’ll get to spend every day working with people who are passionate, talented and kind.

Your new role:

You will provide strategic and operational leadership for a specific line of business, translating business strategy into clear operational objectives and priorities. You will drive service, productivity, quality and cost performance while strengthening stakeholder relationships, compliance and a culture of continuous improvement.

Key responsibilities will include:

• Translate business strategy into operational objectives and drive performance across the line of business.
• Lead service, productivity, quality and cost outcomes through ongoing review and continuous improvement.
• Develop and implement customer service programs, operational frameworks, processes and procedures.
• Ensure compliance with company policies, industry guidelines, statutory regulations and service standards.
• Manage business reviews, budgets and relationships with clients, agents, service providers and other stakeholders.
• Lead and guide the team in managing escalated transactions, critical issues and operational exceptions.

About You

You are an experienced operations leader with the ability to lead large teams and turn business priorities into effective operational outcomes. You bring strong leadership and coaching capability, combined with effective planning, stakeholder management, communication and analytical skills.

You’ll also have:

• A bachelor’s degree or an equivalent combination of education and relevant work experience.
• Five or more years of experience managing large teams of more than 100 FTE, preferably within financial services.
• Proven leadership and coaching capability within an operation of a similar size.
• Sound knowledge of workforce management, including contact centre metrics and mathematics.
• Experience in budget management, operational reporting and analytics.
• Excellent written and verbal English communication skills.

Global Disclaimer:

The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.