Operations Team Lead – Insurance BPO & Process Excellence

ESOL IT SERVICES INC.; Quezon City; On-site; PHP 60,000 - 120,000; Full time

Job summary

ESOL IT SERVICES INC. is seeking an experienced Assistant Manager – Operations to lead a high-performing team in the insurance-domain BPO sector in Metro Manila, Philippines. The role focuses on operational excellence, quality audits, and staff development.

You will drive service level targets, analyze performance data, and implement process improvements while coaching team members and ensuring compliance with information security policies. Remote onsite training may be involved.

Qualifications

• Experience as Team Leader, Supervisor, or Assistant Manager in a BPO.
• Background in life insurance, annuity, or group pension products preferred.
• Strong leadership, coaching, and people management skills.
• Experience managing operational performance and implementing best practices.
• Excellent communication, problem-solving, and analytical skills.
• Ability to work effectively in a fast-paced environment.

Responsibilities

• Lead and manage a team of 10–15 full-time employees.
• Ensure all service metrics (SLA, AHT, abandonment, shrinkage) are met.
• Conduct regular quality audits and provide timely feedback.
• Analyze errors and identify opportunities for continuous improvement.
• Address process-related concerns and provide guidance.
• Prepare and submit accurate reports to management on time.
• Implement process improvement initiatives to boost productivity.
• Strengthen team capabilities through coaching and training.
• Promote compliance with information security policies.
• Support transition and migration activities through training.

Skills

Leadership

People management

Coaching

Communication

Problem solving

Analytical skills

Fast-paced environment

Job description

ESOL IT SERVICES INC. is seeking an experienced Assistant Manager – Operations to lead a high-performing team in the insurance-domain BPO sector in Metro Manila, Philippines. The role focuses on operational excellence, quality audits, and staff development.

You will drive service level targets, analyze performance data, and implement process improvements while coaching team members and ensuring compliance with information security policies. Remote onsite training may be involved.