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POSITION TITLE: Delivery Lead Senior Manager
WORK SETUP: Return to Office
RESPONSIBILITIES:
• Responsible for the day-to-day operations and SLA achievement
• Manages US Insurance Services domain processes, such as participants & advisory services, plan services, and related business support services.
• Lead in efforts to maintain and enhance various parts of existing client service solutions.
• Research, analyze, and recommend strategies for complex retirement plans
• Practical understanding and knowledge of relational database structure and concepts.
• Strong organizational and detail orientation skills, ability to work well with both technical and non-technical resources.
• Decisive, creative, and adaptable, with experience developing and executing solutions for clients while balancing business goals and priorities
• Lead and oversee multiple projects and help in prioritizing workload on the team based on urgency, importance, client expectations and business needs, delegating decision-making to team members as appropriate
• Stays current on ERISA-based knowledge, plan design activity, bundled plan administration and employs optimal practices when driving the new business/conversion project management protocols.
• Provide consultative solutions for Client’s Retirement Services best practices and ensure details are understood so that our administrative processes and system(s) are established correctly to include but not limited to plan design details that affect pricing, eligibility, data exchanges, contracts, and transactional processing
• Implement full adherence to existing tools used to measure performance (Productivity; Efficiency; Quality; Attendance; etc.).
• Manages staff assignment based on business needs/capacity and builds capacity through resource planning and cross-training.
• Coaches team members on proper handling of transactions.
• Execute existing DR/BCP plans of the team.
• Execute/deliver output based on the project plan during migrations.
• Identifies staffing requirement and is involved in the hiring process ensuring suitably skilled individuals are hired.
• Manages and develops resources to take key positions such as Supervisor/Team Leader, Quality Auditor or Trainer. Executes career development plans for direct reports.
• Takes ownership in resolving and managing end-customer issues and negotiations.
• Manages internal updates/communication within the unit.
• Enforces compliance to company policies and effect disciplinary measures on violations.
• Initiate and implement process improvements.
• Leads projects/tasks that may be assigned from time to time and contributes to company-wide initiatives and projects.
OTHERS:
Project Shift Schedule: Night Shift
Project Rest Day: Weekends
Project/Team Location: Muntinlupa Filinvest Axis Tower One
SKILLS AND QUALIFICATIONS:
• At least 12 years of work experience in Contact Center Service Delivery with strong background in insurance
• At least 10 years managerial experience
• Open to any industry
#LI-PH
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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