Team Lead with Retirement Services Insurance Experience | EXL Cebu

EXL Service Philippines, Inc.; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading service provider in the insurance sector in Cebu City is seeking a qualified team manager to oversee an inbound customer service team. The ideal candidate will have experience in the insurance industry and excel in leadership roles. Responsibilities include managing team performance, ensuring service quality, and fostering a culture of continuous improvement. This role requires a commitment to customer excellence and team engagement.

Qualifications

• Ability to manage difficult conversations and escalations.
• Experience in leading customer service teams.
• Knowledge of insurance industry practices.

Responsibilities

• Manage inbound calls for policy servicing and updates.
• Ensure service level and quality targets are achieved.
• Monitor team performance and implement improvements.

Skills

Customer service management

Team leadership

Operational excellence

Performance monitoring

Coaching and feedback

Education

2 years college education

Job description

General Function:

• Manage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.
• Support client’s strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products

Essential Functions:

• Manage teams and ensure Service Level and quality targets are met
• Collaborate with client’s Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture
• Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements
• Monitor team performance and display a clear level of understanding of all performance reporting
• Assist new hires such that they are productive on the floor in the shortest possible time frame
• Provide coaching and feedback to team members to enable them to improve their performance
• Provide inputs on process and system to the team members
• Manage the team’s adherence to rostered schedules through real time monitoring
• Ability to manage difficult conversations, irate customers and escalations
• Client interaction, where required at the level of supervisors
• Effectively manage queue and balancing of work loads
• Motivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement
• Leads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through

Qualifications:

1. 2 yrs college undergrad completed, no back subjects
2. Retirement Services Insurance Account background; back-office (documentation, IRS, audit)