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
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 2 years ago

2022-06-20T16:00:00+00:00
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
teams
• 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.

PHB

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
0
Office Address
24th Floor Fort Legend Tower, 3rd Avenue cor. 31st Street, Bonifacio Global, City, Taguig, 1634 Metro Manila
Industry
Business Process Outsourcing
Vacancy
1 opening
Website
https://eastvantage.com/

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About Eastvantage Business Solutions Inc.

Eastvantage provides business solutions to global companies, enabling offshore operations from its locations in the Philippines, India and Bulgaria. The management team brings a wealth of global insights and local knowledge in the areas of digital transformation, customer experience, and business support. Combining expertise with a hands-on approach to managing client relationships, Eastvantage makes outsourcing simple and seamless. Share the passion Serious but wacky. Normal but quirky. Organized yet flexible. Hard work with playtime. That’s life at Eastvantage. We promote a "Work-Life Balance" environment. It’s a place where introverts and extroverts, the left-brained and right-brained, the outgoing and the shy can all work side by side without pulling each other’s hair. That’s because we work in a highly open, flexible and collaborative zone where we can totally feel at home. We may be a team of different folks with different strokes, but we share the same passion for our work and a constant drive for excellence. And we’re lucky enough to belong to a company that empowers us and looks out for our development and well-being. Are you intelligent, creative, passionate, and crazy enough? Be a part of a cool, smart and wise team. Hurry grab the opportunity. Why join us? Working at Eastvantage is not like joining a huge organization like the navy, it's more like joining a fleet of agile ships ready to skip on to the next race, discovering new frontiers. We are not a thousand-person call center. We are not a ratlab. We are no freaky geeks (or are we?). What are we, then? Eastvantage prides itself on being an open and fair employer, always looking out for the development and well-being of its employees. We believe that our prime services require fully empowered people, world-class office amenities and the best technologies. We provide attractive salaries, insurance and benefits. We believe in continuous learning and coaching to stay ahead. We train and ensure our employees are treated fairly and with respect. Join us - we are always looking for great talents like software/system/web developers, research analysts, e-marketing gurus, and fluent communicators. Benefits We offer challenging roles in a fast-growing international team Work-life balance environment We have a no-nonsense culture and direct interaction with our clients Prime office located in Fort Bonifacio Global City, Taguig and Ortigas Center What are we good at? Work hard and play hard! We are not the typical BPO setup. We have a diverse culture and we nurture everyone like a family. To understand how we use and process your data, please visit www.eastvantage.com/privacy-notice and www.eastvantage.com/privacy-policy

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