Operations Manager - Insurance (Alabang)

WNS Global Services, Inc.; Muntinlupa; On-site; PHP 609,000 - 730,000; Full time

Job summary

WNS Global Services, Inc. in the Philippines seeks an experienced Operations Manager to lead end-to-end claims handling and drive service quality. You will coordinate with internal teams, clients, and specialist groups to ensure timely progress and SLA adherence.

The role requires strong leadership, excellent communication, and a track record of process improvements in a contact center setting, onsite in Alabang.

Qualifications

• Experience in a contact center environment is preferred.
• Excellent verbal and written communication skills.
• Strong presentation skills.
• Experience as an Operations Manager is required.

Responsibilities

• Manage end-to-end claims within designated authority limits and in accordance with Claims triaging principles to meet customer expectations and service level targets.
• Liaise with all relevant parties to provide regular updates on the progress of claims and leverage the expertise of specialist claims teams and other key stakeholders.
• Support the Claims process by performing coverage evaluations, basic investigatory tasks and by gathering and documenting relevant information within the EIS systems as required
• Assist team members and identify opportunities for process improvement to support the achievement of team and organizational goals and objectives
• Work with the a WNS Senior to identify strategies to support continuous improvement and increase efficiency/productivity, quality outputs, workforce capability and capacity.
• Operational oversight of day to day operations to ensure accuracy and compliance with client SLA requirements.
• Stakeholder and client coordination - Acts as a bridge between internal teams and clients, resolving escalations and ensuring seamless communication
• Manage a group of Team managers and key team performance.

Skills

Operations management

Stakeholder management

Communication

Team leadership

Process improvement

Education

College level

Job description

Job Description:

• Manage end-to-end claims within designated authority limits and in accordance with Claims triaging principles to meet customer expectations and service level targets.

• Liaise with all relevant parties to provide regular updates on the progress of claims and leverage the expertise of specialist claims teams and other key stakeholders.

• Support the Claims process by performing coverage evaluations, basic investigatory tasks and by gathering and documenting relevant information within the EIS systems as required

• Assist team members and identify opportunities for process improvement to support the achievement of team and organizational goals and objectives

• Work with the a WNS Senior to identify strategies to support continuous improvement and increase efficiency/productivity, quality outputs, workforce capability and capacity.

• Operational oversight of day to day operations to ensure accuracy and compliance with client SLA requirements.

• Stakeholder and client coordination - Acts as a bridge between internal teams and clients, resolving escalations and ensuring seamless communication

• Manage a group of Team managers and key team performance.

Qualifications:

• Preferably College level with 6 to 10 years related work experience in a contact center environment

• Amenable to work Onsite in Alabang

• Excellent verbal and written communication skills.

• Strong presentation skills.

• Must have at least 4 years’ experience as an Operations Manager

• Preferably with Insurance/Claims account experience