Assistant Manager - Cebu

Basic Function

Drive overall performance and manage FNOL team and process deliverables. Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.

Performance parameters

Process performance – as per agreed KPI’s.
Attrition - as per agreed KPI’s.
Quality and productivity Improvement - as per agreed KPI’s.
Customer Satisfaction - as per agreed KPI’s.
Level of subject matter expertise - as per agreed KPI’s.
Any other essential function that may occur from time to time as directed by the Supervisor
Role/Responsibility
Manage teams and ensure quality and productivity targets are met
Motivate team members and control attrition
Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible time frame
Handle escalations.
Provide inputs on process and system to the team members.
Client Interaction, where required at the level of Supervisors
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Collect and provide data required for various audits like ISO/COPC etc.
Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy
Effectively manage queue and balancing of work loads

Competencies & Skills
Knowledge of the function, process and systems.
Ability to use the desktop computer systems
Coaching and Feedback ability.
Clear written and verbal communication.
Knowledge of state insurance licensing
CEF Score: B2 8

Values & Behavior
Customer Service Orientation.
Quality Orientation.
Empathy for effective on the job coaching and feedback.

Education Requirements
Graduation (in any stream) or diploma with a minimum of 15 years of education.

Work Experience Requirements
Minimum 1 - 2 year of work experience in Business Process Off-shoring in prior claim handling or similar processes

Responsible for supervisory support through transaction monitoring and delivering results as per Service Level Agreement targets / timelines. Produce reports to gauge process performance. Steer process meetings / calls to a logical conclusion.
Minimum 1 - 2 year of work experience in Business Process Off-shoring
Graduation (in any stream) or diploma with a minimum of 15 years of education.