DE024674-Service Delivery Ops Lead Senior Manager

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Service Delivery Ops Lead Senior Manager
WORK SETUP: Hybrid


RESPONSIBILITIES:

• Responsible for over-all service delivery of Contact Center Operations supporting Group Insurance for Life and Disability;
• Oversees team leads and customer service representatives whose primary function is to handle customer service inquiries via inbound calls;
• Provides leadership, oversight, guidance and mentoring to Team Leads in making independent decisions, which have major day-to-day impacts in specific areas of responsibility, and may influence direction of other areas;
• Allocates resources and responsibilities across team members to deliver business results and develop team members. Manages and ensures consistent application of human resource processes including career development, salary review, resources, and performance management within area of responsibility.
• Initiates and promotes continuous improvement programs across sphere of influence;
• Responsible for maintaining contractual and regulatory compliance by knowing, understanding, correctly interpreting, and accurately applying requirements, regulations and standards. Reports suspected or confirmed issues timely as the situation warrants to the Compliance Department and to Account leadership;
• Responsible for ensuring Team Lead and Associate understanding of contractual, and regulatory requirements and for timely reporting of suspected or confirmed issues to the Compliance Department and to Account Leadership; and
• Responsible for reporting known or suspected data breaches or fraud on the day of discovery to the Compliance Department.

OTHERS:

Project Shift Schedule: Night Shift
Project Rest Day: Weekends
Project/Team Location: Quezon Gateway Tower 2