Team Lead, US Group Insurance Operations

EXL Service Philippines, Inc.; Pasay; On-site; PHP 400,000 - 700,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking an experienced supervisor to lead a BPO team servicing US-based clients. The role focuses on coaching, driving performance, and ensuring accuracy in a high-volume environment.

You will manage daily activities, track metrics, and support continuous improvement while safeguarding customer privacy and quality. Collaborating with Directors and Onshore Partners, you will ensure SLA adherence and effective stakeholder communication, with a focus on process

Qualifications

• Minimum 2 years’ experience in BPO or shared services operations.
• At least 1 year of supervisory or team-lead experience.
• Prior experience in Insurance domain, preferably US Group Insurance.
• Exposure to managing SLAs, productivity, quality metrics, and stakeholder escalations.

Responsibilities

• Receive emails from Directors and Onshore Partners for feedback and escalations.
• Provides coaching and drive overall performance and manage the team from a day-to-day basis.
• Process applications in product lines utilizing multiple systems.
• Accurately and consistently tracks work, including monitoring communications to/from processing units and statistics on a daily/monthly basis.
• Data analysis and data interpretation experience
• The ability to communicate effectively across multiple levels and functions.
• Attain team productivity goals without compromising accuracy, service, or the privacy of customers.
• Promote a positive customer service mindset to surpass the expectations of customers through continuous improvement.
• Manage daily work activity and act as appropriate to meet customer service metrics.

Skills

Team leadership

Supervisory experience

Communication skills

Data analysis

Attention to quality

US client experience

Education

Associate degree

Job description

EXL Service Philippines, Inc. is seeking an experienced supervisor to lead a BPO team servicing US-based clients. The role focuses on coaching, driving performance, and ensuring accuracy in a high-volume environment.

You will manage daily activities, track metrics, and support continuous improvement while safeguarding customer privacy and quality. Collaborating with Directors and Onshore Partners, you will ensure SLA adherence and effective stakeholder communication, with a focus on process