Accenture Mandaluyong - Service Delivery Ops Associate Manager

Location Robinsons Cybergate Tower 1, Cybergate Street, Mandaluyong, Metro Manila, Philippines

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Job Pitch

APPLICATION REMINDER: We appreciate your interest in applying with Accenture. As you go along the recruitment process, we require everyone to complete their Workday profile via our career site (Workday) accessible after you click the ‘Apply Now’ button or to be sent via SMS. Make sure to accomplish all the required information within 24 hours for us to process your application.

Join our high performing team and enjoy these benefits:

Competitive salary package, company bonuses, and performance incentives
Night differential
Loyalty, Christmas gift, inclusion, and diversity benefits
Paid sick and vacation leaves
Expanded maternity leave up to 120 days*
HMO coverage (medical and dental) from day 1 of employment
Life insurance
Employee stock purchase plan
Retirement plan
Flexible working arrangements
Accessible locations
Work Life Balance
Healthy and encouraging work environment
Career growth and promotion opportunities
Volunteering opportunities

*Terms and conditions apply

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

Job Description

Accenture in the Philippines is currently looking for Service Delivery Ops Associate Manager (Insurance) who will be responsible in performing the following day-to-day tasks:

Meets required performance standards including but not limited to managing Service Level, Productivity, Efficiency, Quality, etc.
Works closely with the Contact Center Lead, Global Process Owner, and Senior Leadership to determine program goals and initiatives.
Seeks opportunities to increase customer satisfaction and deepen client relationships.
Takes ownership in resolving and managing end-customer issues and escalations.
Manages staff assignment based on business needs and unit capacity. This may include process migrations, hiring, infrastructure and Technology implementation.
Builds capacity through resource planning, cross training and managing operation within approved budget.
Leads, directs, evaluates, and develops internal resources to take key positions as Supervisors/Team Leaders through assisting in the execution of Career Development Plans.
Conceptualizes and implements internal rewards and recognition employee programs within the unit for retention and growth.
Communicates internal updates and builds synergies across different teams towards attaining a common objective.
Assists and provides guidance in hiring and screening of candidates.
Ensures readiness of Business Continuity Plan and leads implementation, if necessary.
Manages compliance to company policies and effects disciplinary measures on violations.

What are we looking for?

Open to College Graduates and College Undergraduates with relevant work experience
With at least 5 years of relevant experience in Individual Life Insurance, Annuities, Retirement Services, or other related industry (health/financial services)
With at least 5 years of leadership experience in managing a 100+ contact center team and leads in a Shared Services organization, BPO or Insurance Industry
With In depth knowledge of large-scale contact center operations, workforce management practices, and contact center tools