Senior Operations Manager (Insurance) - QC

Hammerjack Pty Ltd; Philippines; On-site; PHP 2,000,000 - 3,000,000; Full time

Job summary

Hammerjack Pty Ltd seeks a Senior Operations Manager to drive delivery excellence and process improvements in our Philippines operations. You will analyze anomalies, lead capacity planning, and strengthen business reporting to achieve targets.

You will cultivate client and partner relationships, supervise cross-functional teams, and ensure governance aligned with company values. This role is based at our Quezon City site with a focus on insurance operations.

Qualifications

• Minimum 3 years in a Sr. Operations Manager role, preferably US Life & Annuity Insurance.
• Sales experience in insurance is a must.
• Proficient with standard computer applications.
• Willing to be assigned to Quezon City site.

Responsibilities

• Deliver against SLAs through operational excellence and procedural adherence.
• Identify anomalies, root causes, and implement corrective actions.
• Interpret reports to drive business performance and outcomes.
• Monitor intraday reporting and take tactical measures for service delivery.
• Capacitate and plan resources to keep 100% billable staffing.
• Build strong partner relationships to collaborate and decide outcomes.
• Communicate key messages and updates with support functions and partners.
• Coordinate with Training, Quality, Risk, HR, IT and facilities to ensure smooth operations.
• Lead and develop teams in line with company values and conduct.

Skills

Analytical Thinking

Problem Solving

Process Knowledge

Communication

People Management

Leadership

Relationship Building

Performance Management

Education

Any Graduate

Job description

Job Description:

• Delivery Excellence: Understand and follow all operational and procedural related activities and tasks in order to deliver as per SLAs
• Analytical Thinking & Problem Solving: Spots anomalies and aberrations and solutions for the same; gets into the root cause in a structured way analyzing the causes as well as applying understanding of the context and scenarios to identify the cause of these anomalies.
• Process Knowledge: Understanding of the business process and the ability to identify process gaps.
• Business Reporting – Source, interpret reporting diagnostics to better drive and enhance the business performance and outcomes to ensure business objectives/targets are achieved. Ensure actions are in place to address anomalies.
• General Administration – Analyze intraday reporting and ensure tactical measures for smooth service delivery.
• Capacity management and resource planning – To ensure that 100% billable staff is always available for production.
• Business Relationships – Establish and cultivate a strong business relationship with Partners to collaborate, make decisions and produce outcomes.
• Communication – Review and deliver effectively with the support functions and Partners on any key messages, business updates and Team Time agenda items.
• Support function management – Working closely with Training, Quality, Risk, Transformation, WFM, HRBPs, facilities, IT to ensure effective operations
• Implement and lead people within the WNS Principles, Code of Conduct and demonstrate the WNS Values of Client First, Integrity, Respect, Collaboration, Learning and Excellence
• People Management: Ability to interact and build good relationship with client and team members. Creating brainstorming activity to create innovative ideas resulting in value addition. Constructive delegation and feedback for directive support. Retention focused management with strong EWS governance mechanisms.
• Leading and Engaging People: The ability to work effectively in a diverse multi-cultural environment – upwards, with reports and collaboratively across work stream – to engage and lead people and teams to deliver results.
• Reward & Recognition – Celebrate and encourage Reward and Recognition of team members and peers for outstanding work, KPI's and other achievements.
• Performance/Development – Review of individual and team's performance with Team Managers, discuss individual development plan including progress to and setting of goals.
• Client Centric Execution: Ability to deliver exactly what was promised to the client based on a clear understanding of client needs. Demonstrating fierce determination, ownership, and intrinsic motivation to meet organization goals outcomes despite complexities and ambiguity.
• Safety and Wellbeing – Work closely with WNS Leadership and Partners to ensure alignment of work processing practices that drive effective governance and control to ensure mitigation against risks (commercial/brand/reputation/people).

Qualifications:

• Minimum Academic Qualification (Degree): Any Graduate
• Minimum Work Experience (in months/years): Minimum requirement of at least 3 years with relevant experience as a Sr. Operations Manager preferably in US Life & Annuity Insurance
• Sales experience in insurance is a must
• System working knowledge required: Proficient in computer applications.
• Amenable to be assigned in our Quezon City Site