EXL

Analyzes business data and runs outsourced operations

Assistant Manager-Partner Operations

Customer SupportConfirmed live in the last 24 hours

Full-timeQuezon City, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

Knowledge of the function, process, and systems.
Attention to detail when reviewing tasks and instructions, preparing monthly reports, and reviewing process performance.
Ability to manage teams, coach team members, and provide feedback.
Excellent written and verbal communication skills.
Knowledge of the insurance industry.
Ability to comprehend, read, and interpret business requirements.
Working knowledge of Microsoft Office, including Excel, PowerPoint, Word, and Outlook.
Ability to prioritize tasks and meet deadlines.
Ability to adhere to EXL and client policies and codes of conduct.
Effective time-management skills.
At least fifteen years of education in any discipline.
At least two years of experience in a leadership role in BPO voice operations.

Responsibilities

Manage the team handling inbound calls for policy servicing and update client systems with changes required for multiple insurance policies.
Support the client’s strategy by driving service excellence through effective management of an inbound customer contact centre team across multiple brands and products.
Manage teams and ensure service-level and quality targets are met.
Collaborate with the client’s Partnering Performance team to deliver solutions that serve evolving customer needs and drive an exceptional customer service culture.
Monitor transactions on an ongoing basis, take corrective steps where necessary, and make incremental improvements.
Monitor team performance and maintain a clear understanding of performance reporting.
Assist new hires to become productive on the floor as quickly as possible.
Coach and provide feedback to team members to help improve their performance.
Provide team members with input on processes and systems.
Manage the team’s adherence to rostered schedules through real-time monitoring.
Manage difficult conversations, irate customers, and escalations.
Interact with the client, as required, at the supervisor level.
Manage queues and balance workloads effectively.
Motivate team members and manage absenteeism and attrition by building a resilient, engaged team with a culture of innovation and continuous improvement.
Lead and advocate change when necessary, support positive outcomes from change, and support the team through change.

Desired Qualifications

Insurance experience is preferred.

Basic 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

Skills:

Knowledge of the function, process and systems
Attention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance etc.
Team management, Coaching and feedback ability
Excellent written and verbal communication
Knowledge of the Insurance industry
Excellent comprehension skills – read and interpret business requirements
Working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
Planning skills - ability to prioritize tasks and deliver per deadlines
Adherence to EXL and client policies, code of conduct
Efficient with Time management

Education Requirements:

Graduate with at least fifteen (15) years of education in any discipline

Work Experience Requirements:

Minimum 2-years’ experience in Leadership role in BPO voice operations; Insurance experience preferred

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 change

About the Company

EXL

Analyzes business data and runs outsourced operations

EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1999

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