Operations Manager - Quezon City
Quezon City Full-time
GENERAL RESPONSIBILITIES:
The Operations Manager oversees the day-to-day operations of Uni-Vanguard Insurance Agency Inc., ensuring streamlined workflows across the Operations Department. This role directly supervises both the Sales Team and Operations Support Teams, drives performance to meet shared KPIs, and works closely with HR and the CEO to align operational activities with overall company objectives.The position requires strong leadership, team management, and process improvement skills to ensure high-quality service delivery and operational excellence.
DUTIES AND RESPONSIBILITIES:
Staff Supervision & Performance Monitoring- 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
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