Operations Manager - BPO/Insurance (Cebu | Manila)

qbe group shared services centre; Philippines; On-site; PHP 1,800,000 - 2,800,000; Full time

Job summary

QBE Group Shared Services Centre in the Philippines seeks a senior operations leader to drive performance, translate strategy into operational objectives, and steward a large team across the region. You will oversee service delivery, governance, budgeting, and stakeholder engagement.

Responsibilities include developing programs to raise customer service standards, ensuring regulatory compliance, managing costs, mentoring leaders, and guiding escalation handling while maintaining strong client

Qualifications

• Bachelor's degree or equivalent required.
• Experience leading large teams (>100 FTE) preferred.
• Strong budgeting and reporting skills.
• Knowledge of Workforce Management and analytics.

Responsibilities

• Initiate and drive ideas to support regional business plans.
• Oversee implementation and maintenance of management strategies and objectives.
• Develop programs to improve service centre customer service levels.
• Translate business strategy into operational objectives for lines of business.
• Be accountable for driving performance across the line of business.
• Ensure compliance with industry guidelines, regulations, and company policies.

Skills

Leadership

Team management

Budgeting

Workforce management

Stakeholder management

Analytical thinking

Coaching

Education

Bachelor's degree

Job description

• Initiate new ideas and concepts to support the development and delivery of the business plan for the region/branch
• Assist with the implementation and maintenance of business unit management strategies and objectives
• Develop programs and frameworks that improve the Service Centre level of customer service.
• Translate business strategy into operational objectives for specific line of business
• Directly accountable for driving performance for the whole line of business
• Maintain current knowledge of insurance guidelines, court decisions impacting business unit functions, and policy changes and modifications and recommending changes to Company policies and procedures
• Ensure individual and team compliance to industry and Company guidelines and policies
• Develop and implement processes and procedures to ensure compliance with both statutory and corporate service standards and statutory regulations
• Maintain good client relationships with the insured, agents, service providers and the general public
• Lead the team to respond to critical issues and exceptions appropriately
• Meet all productivity, quality and cost targets through an ongoing process of review that drives a culture of continuous improvement.
• Manage stakeholders in line of business (ex. Managing business reviews)
• Provide guidance to team on escalated transactions
• Manage the team’s budgets

Required Education

• Bachelor's Degree or equivalent combination of education and work experience Required Experience
• Excellent team & morale building skills
• Leadership and coaching skills
• Ability to motivate staff to perform at a high level of competency
• Effective planning skills and time management
• Sound knowledge of Workforce Management (Call Centre Metrics and Mathematics)
• Budgeting Management
• Reporting and Analytic capability

Preferred Experience

• 5 or more years of experience managing large teams (> 100 FTE), preferably in the financial services industry
• Proven leadership capability with similar size operation
• Degree Qualification in a business or related discipline

Happy to talk flexible working arrangement

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.

Skills:

Analytical Thinking, Business Continuity, Communication, Critical Thinking, Detail-Oriented, Disaster Recovery Strategies, Enterprise Risk Management (ERM), Intentional collaboration, Issue Management, Managing performance, Professional Development, Research Analysis, Risk Management, Stakeholder Management, Waterfall Model

QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.