Senior Operations Manager for Insurance Account in QC

Concentrix; Quezon City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix is seeking a Senior Operations Manager to drive performance for BFSI accounts at UP Technohub in the Philippines. This on-site role requires strong leadership, analytics, and problem-solving skills to optimize service delivery and client outcomes.

You will review program results, oversee hiring and development, and coordinate client communications. The candidate must translate technical issues for non-technical audiences and guide teams toward continuous improvement and cost

Qualifications

• Must have at least 2 years SOM experience handling BFSI accounts.
• Must be willing to work on-site in UP Technohub.
• Ability to communicate technical issues in non-technical terms.
• Able provide customer and technical support to customers through inbound phone, chat and email requests.

Responsibilities

• Review and analyze program performance to determine program needs
• Approve personnel activities concerning hiring, training, development and performance management
• Act when necessary as a problem solving escalation point for Supervisors and front line RAs
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
• Identify and oversees program/problem resolution
• Maximize potential of subordinates through coaching, development and effective performance management methods
• Track client issues and maintains client correspondence and issue resolution
• Support Results’ goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses.

Skills

Analytical skills

Problem solving

Troubleshooting

Communication

Job description

In a world full of average, Concentrix stands out. To achieve extraordinary results for our clients, we’re disrupting the professional services market. We are absolutely obsessed with making our clients’ businesses better. To make transformative changes, we bring together the brightest creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. We are looking for a Senior Operations Manager that shares this mind-set.

What you need

• Must have at least 2 years SOM experience handling BFSI accounts
• Must be willing to work on-site in UP Technohub
• Strong analytical, problem solving and general troubleshooting skills
• Ability to communicate technical issues in non-technical terms
• Able provide customer and technical support to customers through inbound phone, chat and email requests

What will you be doing?

• Review and analyze program performance to determine program needs
• Approve personnel activities concerning hiring, training, development and performance management
• Act when necessary as a problem solving escalation point for Supervisors and front line RAs
• Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
• Identify and oversees program/problem resolution
• Maximize potential of subordinates through coaching, development and effective performance management methods
• Track client issues and maintains client correspondence and issue resolution
• Support Results’ goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses. Review workflow to ensure improved