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November 17 2018     EnglishEnglish    SpanishSpanish

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Offer: Operations Manager:Sun Life Financial Asia Services Limited

Job description:

JOB DESCRIPTION

function Summary:
The Operations Manager provides leadership abilities, direction and decision making in a high volume, fast paced, front line client service environment.  They will ensure the delivery of a consistent quality customer service practice for our IND/ATS/Dealer Ops members, and providers who contact the Customer Care Centre by ensuring the Customer Care Representatives (CCRs) are motivated, coached, developed and skilled to meet the CCC’s performance targets.  The delivery of service requires a strong execution of our management operating system which is essential in our highly structured and fast paced work environment.  The Manager reports to the Head of Contact Centers and is responsible for the direct management of teams to deliver a consistent customer service practice, delivering on all key performance metrics.
 
Main Accountabilities:
    Execute the management operating system requirements for forecasting, planning, follow up reporting and evaluation
    Communicate effectively to ensure a consistent practice for the representatives and members
    Interact directly with members, as required
    Manage team performance everyday ensuring the service and quality objectives are being attained and maintained on a consistent basis
    Analyze metrics and ensure managers are taking appropriate and timely action
    Understand and deliver on all key performance metrics virtually
    Understand and deliver on key financial objectives
    Ensure staff are equipped with the knowledge, training, practice, tools and technology needed to achieve the required business results
    Provide leadership abilities, coaching, and mentoring to the managers to develop their competencies and position them for success
    Championing the coaching model
    Foster a work environment that values the people and encourages participation, creativity, learning and accountcapability
    Responsible for employee recruitment in order to meet business objectives
    Ensure team adopts and sustains change
    Identify opportunities for process and system improvements
    Communicate openly with team ensuring messages and initiatives are clearly understood
    Support and actively endorse the P4 culture (People, Partnership, Passion and Performance) and philosophies
    Partner with other areas to promote knowledge and knowledge exchange between business units  
Qualifications/Competencies:
    Proven Customer Service Skills
    Proven leadership abilities capcapability and a strong results orientation
    capability to influence change through positive motivation
    capability to build consensus with a decision making process
    Capable of working in a structured and tactical management operating system
    Strong coaching, leading and performance management skills
    Able to build sustainable processes and identify continuous improvement opportunities
    Capable of building supportable business cases to justify change located on logic and knowledge
    Excellent change management skills
    Strong communication skills (verbal and written)
    Strong team player / team building skills
    Strong organizational and decision making skills  
Assets:
 
    University degree (4 year course
    Call Centre practice, 4-6 years specializing in Contact Center operations
    Handled 100 - 150+ FTEs in a captive or 3rd party BPO set up
    Should have 2-3 years as an Operations Manager (preferred)
    Previous North America located Healthcare / Insurance/ financial account practice
    knowledge of Six Sigma and/or Lean environment
    practiced in leading customer practice-located processes on CSAT and NPS
    Highly skilled with MS Excel/Word and PowerPoint
    practice in transitioning new processes will be an advantage
    Knowledgeable in P & L management will be an advantage  
 
 

COMPANY SNAPSHOT

Average Processing Time

More Than 2 Weeks

Industry

Computer/Information Technology (Software)

Website

https://sunlife.wd3.myworkdayjobs.com/en-US/practiced/login

Telephone No.

555-8888

Company Size

501 - 1000 Employees

Working Hours

Regular hours, Mondays - Fridays

Dress Code

Business (e.g. Shirts)

Benefits

Medical, Loans, Dental, Vision, Retirement

Spoken Language

English

COMPANY OVERVIEW

Harness the full power of a shared services organization with Sun Life Financial Asia Services Limited - Asia Service Centre Philippines (ASCP). To be part of this team is to showcase world-class Filipino talent, serving and working with contemporaries in Canada, China, Hong Kong, India, Indonesia, Malaysia, Philippines, and Vietnam.
 
We provide systems development, maintenance, technical and customer service support, and operate selected production systems for global teams. Our diverse groups deliver Information technology and customer care services to the Company's financial products across Asia and provides clear and efficient communication for inbound contact support from Canada.
 
With over a decade of skills and continuous learning, ASCP is the choice career path for the discerning I.T. professional and Customer Contact Centre experts.

WHY JOIN US?

We offer our employees a fair and competitive compensation package and a compensateing career in line with their job, skills and performance.
 
practice Life that's brighter under the sun.
 
Healthy Work Life Balance
Cross-posting Opportunities
Global Exposure
Fulfillment and Wellness
Personal Empowerment
Career Development

Skills:

Job Category: Other [ View All Other Jobs ]
Language requirements:
Employment type:
Salary: Unspecified
Degree: Unspecified
Experience (year): Unspecified
Job Location: Taguig City (National Capital Reg) - BGC Other
Address: Taguig City (National Capital Reg) - BGC
Company Type Employer
Post Date: 11/09/2018 / Viewed 11 times
Contact Information
Company: Sun Life Financial Asia Services Limited


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