Operations Manager - Cebu|Manila

QBE GROUP SHARED SERVICES LIMITED - PHILIPPINE BRANCH; Metro Manila; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

QBE GROUP SHARED SERVICES LIMITED - PHILIPPINE BRANCH is seeking a senior operations leader to translate strategy into actionable objectives and drive performance across the entire line of business. The role focuses on shaping service delivery, maintaining regulatory compliance, and managing stakeholder relations in a high-volume, financial services environment.

The ideal candidate has 5+ years of experience leading large teams (>100 FTE), strong English communication, and expertise in workforce

Qualifications

• Bachelor's Degree or equivalent combination of education and work experience.
• Excellent verbal & written English communication skills.
• 5+ years of experience managing large teams (>100 FTE) preferably in financial services.

Responsibilities

• Initiate new ideas and concepts to support the development and delivery of the regional/branch business plan.
• 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 knowledge of insurance guidelines, court decisions impacting business unit functions, and policy changes; recommend policy updates.
• Ensure compliance to industry and Company guidelines and policies.
• Develop and implement processes and procedures to ensure compliance with statutory and corporate service standards and regulations.
• Maintain good client relationships with the insured, agents, service providers and the public.
• Lead the team to respond to critical issues and exceptions appropriately.
• Meet productivity, quality and cost targets through continuous improvement.
• Manage stakeholders in line of business (e.g., managing business reviews).
• Provide guidance to team on escalated transactions.
• Manage the team's budgets.

Skills

Leadership

Team morale building

Coaching

Planning

Verbal & written communication

Workforce Management

Budgeting

Reporting and analytics

Education

Bachelor's Degree or equivalent combination of education and work experience

Job description

Primary Responsibilities

• 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

Preferred Competencies/Skills

• 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
• Excellent verbal & written communication skills
• 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
• Excellent verbal & written English communication skills