Assistant Manager-Operations (Insurance Account)

Urgently hiring for one of our direct clients in the Philippines.

Job Title : Assistant Manager - Operations (Insurance Account)

Location : Metro Manila

Work Mode : Onsite & Morning Shift

Responsibilities :

Manager end-to-end claims processing and customer service delivery for home insurance policies.

This includes ensuring accurate assessment, timely resolution of claims, and compliance with Australian insurance regulations and client SLAs.

You will lead teams to deliver exceptional customer experience, maintain operational efficiency, and uphold WNS values of Client Centricity, People Orientation, and Operational Excellence.

The role requires strong knowledge of insurance processes, risk management, and regulatory compliance specific to the Australian market.

Ensure achievement of KPIs such as AHT, NPS and productivity targets.

Monitor daily operations and resolve escalations promptly.

Manage agents, fostering a culture of accountability and engagement.

Conduct coaching, feedback sessions, and performance appraisals.

Act as a liaison for client communication and escalations.

Provide regular updates and reports on operational performance.

Identify gaps and implement process improvements.

Drive automation and digital transformation initiatives aligned with WNS strategy.

Ensure adherence to WNS policies, data security, and regulatory requirements.

Maintain audit readiness and quality standards.

Required :

Preferably College Graduate.

Experience : minimum of at least 2 years in a BPO supervisory role.

Strong leadership and stakeholder management skills.

Analytical and problem-solving abilities.

Proficiency in MS Office and familiarity. Key Competencies

Client Focus Understand client needs and deliver exceptional service.

People Leadership Inspire and develop teams for high performance.

Operational Excellence Drive efficiency and continuous improvement. Behavioral Competencies

Demonstrates proactive engagement and responsiveness to client needs.

Builds trust, motivates teams, and fosters collaboration.

Focuses on achieving KPIs and delivering measurable outcomes.

Responds effectively to changing priorities and business needs.

Conveys information clearly and confidently across all levels.

Problem Solving & Decision

Uses data-driven insights to resolve issues and make sound decisions.

Integrity & Upholds ethical standards and ensures adherence to policies.