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Service Delivery Senior Analyst (Insurance)

Muntinlupa Job No. r00158930

Job Description

Job Description:

  • Manages processes based on established performance standards, service & quality levels
  • Implement full adherence to existing tools used to measure performance (Productivity; Efficiency; Quality; Attendance; etc.)    
  • Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training
  • Coaches team members on proper handling of transactions 
  • Execute existing DR/BCP plans of the team
  • Execute/deliver output based on the project plan during migrations
  • Identifies staffing requirement and is involved in the hiring process ensuring suitably skilled individuals are hired
  • Manages and develops resources to take key positions such as Supervisor/Team Leader, Quality Auditor or Trainer. Executes career development plans for direct reports
  • Takes ownership in resolving and managing end-customer issues and negotiations    
  • Manages internal updates/communication within the unit    
  • Enforces compliance to company policies and effect disciplinary measures on violations    
  • Initiate and implement process improvements
  • Leads projects/tasks that may be assigned from time to time


Job Qualifications:

  • College Graduate or Undergraduate with relevant work experience
  • At least 12 months of experience in insurance account, and/or 12 months work experience in the non-BPO financial sector (Personal Insurance, Personal Banking, Investment, Wealth Management, or Medical insurance)
  • At least 1 year Supervisory experience in the BPO industry

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