[ref. y80286118] Operations Manager - Manila

GENERAL RESPONSIBILITIES:

The position requires strong leadership, team management, and process improvement skills to ensure high-quality service delivery and operational excellence.

DUTIES AND RESPONSIBILITIES:

• Monitor staff performance, conduct evaluations, and provide timely feedback.
• Identify performance gaps and implement appropriate training and development plans.
• Ensure that all team KPIs are consistently met, particularly those of the Sales and Operations Support Teams.
• Endorse manpower requirements in the Operations Department to HR and participate in the hiring process when additional staffing is needed.

• Assist in the development and enforcement of operational policies and procedures, coordinating with HR and the CEO for proper implementation.
• Ensure team adherence to internal protocols, client service standards, and relevant industry regulations.
• Act as the primary liaison between Operations, HR, and the CEO to ensure effective communication of reports, updates, and operational needs.
• Monitor attendance, prepare reports, and handle incident documentation in coordination with HR for disciplinary actions and other staff-related matters.

• Oversee and optimize workflows across the Sales and Operations Support Teams.
• Ensure the efficient handling, delivery, and archiving of all insurance documents.
• Track team performance and submit consolidated weekly, monthly, and annual KPI reports to assess overall operational efficiency.

• Collaborate with Claims Coordinators to streamline the claims process and ensure timely resolution.
• Oversee the customer service experience related to claims updates, follow-ups, and client concerns.
• Ensure the accurate and timely delivery of all client-issued insurance policies.
• Monitor tracking systems managed by the Sales and Operations Support Teams to maintain seamless and efficient daily operations.

• Lead and coach the operations team to ensure alignment with company goals.
• Hold regular team check-ins to address challenges, provide updates, and promote accountability.
• Foster a culture of service excellence, discipline, and teamwork.
• Ensure clear delegation of responsibilities among team members and uphold a coaching culture to support employee growth and retention.

• Sales target achievement rate (monthly/quarterly)
• Policy issuance turnaround time
• Claims resolution time
• Customer satisfaction rating (CSAT or Net Promoter Score)
• Team attendance and performance compliance
• Timeliness and quality of operational reports