Eastvantage Business Solutions Inc.
Eastvantage Business Solutions Inc.

Operations Manager | Insurance Company | BGC, Taguig City  

Eastvantage Business Solutions Inc.

  • Taguig, Philippines
    24th Floor, Fort Legend Tower, 3rd Avenue corner 31st Street, Taguig, Metro Manila, Philippines
    Metro Manila
  • Full timeFULL_TIME

Expired 8 days ago

Job closed.

Job Description

• Hiring, training, coaching, and leading Case Managers as they provide support for customers
• Collaborating with other departments and vendors, ensuring proper flow of product and app knowledge,
delivery of expected service standards, and next issue avoidance
• Answering Case Manager’s questions, guiding them through difficult cases, diffusing angry customers, or
handling issues that cannot be fielded by Case Managers
• Leading team meetings, asking questions to better understand the cases received, educating and coaching Case
Managers regarding processes and practices, and explain expectations to employees
• Assisting the management team in identifying trends and establishing Case Management goals
• Ensuring Case Mangers are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing Case Management data to improve processes, ensure resources are properly
allocated, and maximize efficiency and customer satisfaction.
• Authorize vendor payments, transaction approvals, and refunds, following delegated authority granted.
• Providing learning tools and conducting effective trainings to business partner’s customer service training
• Liaising with business partners and vendors, able to negotiate terms of service and ensure proper governance
protocols are established, maintained and improved during the business relationship.
• Taking on other tasks or projects to support employees, other teams, and the Case Management operations.


Minimum Qualifications

  • With at least 3 years experience as a manger in Customer Service
  • Experience in a multi-national company under a financial services industry or a technology-driven company, a plus

He must be skilled in:

- Conducting effective trainings (using various training methods)
- Daily operations management
- Coaching and feedback management
- Incident/complaints management
- Issue resolution (next issue avoidance)
- Data / trend analysis
- CRM/customers service technology, software applications, phone systems, etc - Must have an experience in an Insurance company.

He must be able to:

- Collaborate with various stakeholders internally
- Maintain strong relationships with vendors and negotiate terms of services
- Lead and train agents / counterparts

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
General Services
Educational Requirement
Bachelor's degree graduate
Office Address
24th Floor Fort Legend Tower, 3rd Avenue cor. 31st Street, Bonifacio Global, City, Taguig, 1634 Metro Manila
1 opening

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About Eastvantage Business Solutions Inc.

We are a Euro-Filipino Knowledge Process Outsourcing (KPO) company that provides business solutions to global companies. With close to a decade in operations, we have helped several large companies and SMEs tap into the rich and highly-skilled Philippines labor pool to address cost-efficiency and strategic growth measures. Based in the premier business district in the Philippines, we have access to the best infrastructure and talent -- the perfect elements to create and grow your team and your business. Eastvantage brings a wealth of global insight and local knowledge that makes the transition from onshore to offshore simple and seamless. To understand how we use and process your data, please visit http://www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

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