Operations Manager (Insurance Account)

WNS Global Services, Inc.; Quezon City; On-site; PHP 893,000 - 1,228,000; Full time

Job summary

WNS Global Services, Inc. in Metro Manila is seeking an Operations Leader to manage and coordinate overall operations for a key insurance data process onsite. You will ensure SLA delivery, maintain quality, and handle general administration while driving client satisfaction.

The role requires proven people management skills, coaching capability, and strong MS Office proficiency, with onsite work at Bridgetowne (Quezon City). You'll lead and develop a team to meet performance targets.

Qualifications

• Minimum 3 years' experience in a Contact Center.
• Demonstrated people management with achievement of targets and SLAs.
• Proven coaching experience with measurable improvement in coaching subjects.
• Intermediate Microsoft Office Suite.

Responsibilities

• Manage end-to-end operations and SLA delivery for a key insurance data process.
• Coordinate client communications and build rapport with key contacts.
• Lead and develop a team of Support and Operation Leaders.
• Oversee transition support and resource utilization for migrations.

Skills

People management

Client management

Coaching

Communication

Education

College Graduate (Preferred)

Tools

Microsoft Office Suite

Job description

Job Description:

Process management

• Responsible for management and coordination of overall operations, SLA delivery across all processes, quality, and general administration for a very key Insurance data process.

Client interaction

• Excellent Client Management, aiming at excellent Voice of Customer (VOC) scores.

• Manage conference calls/other communication with the client and build a rapport with key client contacts.

Team Management and People Development

• Lead & motivate a team of Support and Operation Leaders and ensure their development through direct coaching/feedback wherever required, Support Learning and development initiatives, Coaching and counselling, staff motivation retention programs. Effectively implement rewards/recognition, appraisal & Incentive programs. Create cross-functional teams to encourage team building.

Transitioning support

• Responsible for ensuring the infrastructure utilization is done keeping in view the business requirements/new process migrations.

Qualifications:

• Minimum 3 years' experience working in a Contact Center environment.

• Demonstrated people management skills with evidence of achieving or exceeding operational targets and SLAs.

• Demonstrated effective coaching experience, with measurable capability improvement in coaching subjects.

• Intermediate Microsoft Office Suite

• College Graduate (Preferred)

• Amenable to work Onsite - Bridgetowne (Quezon City)