• Lead and develop a team of 10–15 FTEs to consistently meet service level agreements (SLAs) and performance targets
• Take full ownership of process execution, ensuring smooth delivery and operational excellence
• Act as a key liaison between Assistant Managers and team members to implement process improvement initiatives that enhance efficiency and productivity
• Conduct process training for new hires and ensure timely onboarding aligned with business requirements
• Monitor service delivery parameters, perform quality checks, and provide timely feedback on errors and performance gaps
• Respond to process-related queries and identify training needs to support continuous learning and development
• Prepare and submit accurate reports to the Delivery Manager (DM) within required timelines
• Drive process improvement strategies and contribute to operational innovation
• Build domain expertise through process accreditation and continuous learning
• Ensure team members reach at least 50% productivity within six months of joining
• Promote ISMS/ISO policy awareness and maintain compliance documentation within the team
• Manage team-related activities in the absence of the Delivery Manager
• Support process migrations through effective remote or onsite training delivery

Qualifications

• 4-5 years of experience in BPO Operations
• Preferred experience in Annuities, Life Insurance, and Group Pension processes
• Strong knowledge of related products and industry practices is highly desired
• Excellent verbal and written communication skills
• Bachelor’s degree required
• Minimum of 2 years’ supervisory experience in a relevant domain
• Proven ability in logical reasoning, analytical thinking, and effective problem-solving

Work setup: Fully onsite

Work location: Bridgetown, Quezon City

Work schedule: Night shift