Assistant Manager-Partner Operations-Operations - SMNE
Quezon City Full-time Manager Channel & Partnerships
At a glance
Manager-level Channel & Partnerships role at Fa Ewjt Saasfaprod1. Quezon City · full-time.
Pay not stated Channel & Partnerships salary
RoleChannel & Partnerships
SeniorityManager
LocationQuezon City
EmploymentFull-time
PostedJul 9, 2026 · 3mo ago
Role brief
growthroles summary, based on the employer's posting.
What you'll do
- Run inbound policy-service teams across multiple insurance brands and products while meeting service and quality goals
- Track live queues, roster compliance, transactions and workloads, then correct issues or improve processes
- Coach team members, support new-hire ramp-up and provide feedback that lifts individual performance
- Handle difficult customer conversations and escalations, including supervisor-level client contact when needed
- Lead change efforts while managing attendance, attrition and engagement across the team
What you bring
- At least two years leading voice operations in a BPO environment
- A completed education history covering at least fifteen years in any discipline
- Working knowledge of insurance processes, customer service operations and relevant systems
- Strong coaching, team leadership, written and verbal communication, planning and time-management skills
- Practical ability with Excel, PowerPoint, Word and Outlook, plus careful performance-report review
Who this fits
This role suits a people leader who has managed BPO voice operations and can run an inbound insurance service team. You’ll work in Quezon City and handle live operational decisions, coaching, customer escalations and change management.
From the employer
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
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
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
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