Assistant Manager

The Assistant Manager is responsible for performing all basic functions outlined in the Job Description of the Frontline Staff. They ensure that the team meets all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) and providing coaching for performance improvement as applicable. Additionally, they lead the team in observing company policies and managing attrition rates effectively. Serving as a bridge between middle management and frontline staff, they facilitate communication and collaboration. They also interact with middle managers, support teams, and stakeholders of the same ranking to ensure smooth operations and alignment with organizational goals.

• Perform all essential functions outlined in the Job Description of the Frontline Staff
• Monitor process performance and ensure SLAs are being measured accurately and report on a regular basis as applicable
• Timely and accurate reporting of both internal and external results
• Prepare client presentations where performance data is interpreted and analyzed
• Drill down causes of low performance among frontline staff
• Provide insights on what is happening to each process
• Provide solutions to challenges encountered related to SLAs or KPIs
• Coordinate with operations, quality and training teams
• Provide regular coaching and interaction with frontline staff to address concerns and guide performance towards goals
• Train and onboard new staff as required in partnership with the support personnel
• Perform quality audits as required to ensure calibration of process workflows in partnership with the process trainer, quality compliance analyst, or any other support personnel
• Forecast and manage attrition on a timely manner
• Implement succession planning through proper identification, selection and development of staff
• Engagement of external stakeholders to maintain good client relationship

• Must have a Bachelor of Science Degree in Nursing from an accredited institution in the Philippines.
• Must possess and maintain an active Philippine Registered Nurse license, free from any restrictions, including, but not limited to, any sanctions, revocations, or suspensions, and comply with continuing education requirements to maintain this license.
• Must have a minimum of at least one (1) to two (2) years active experience in a clinical or medical setting where a valid and unencumbered Philippine nursing license is required to function.
• With at least one (1) to two (2) years of Business Process Outsourcing (BPO) experience in a contact center or group insurance account (eg. Disability Insurance, Healthcare) would be a plus.
• With at least one (1) to two (2) years supervisory / administrative management, training, and/or quality / process excellence experience would be a plus.
• Common European Framework of Refence for Languages (CEF) score of B1 is acceptable.
• Must demonstrate process specific skills, which include focus on service level target; solid clinical knowledge base, industry / domain knowledge (eg. Disability Insurance); excellent communication and presentation skills using the English language; ability to present and relay complex information in a simple and easy to understand manner; ability to quickly understand and comprehend unfamiliar or complex situations; prioritization of stakeholder needs; strong customer service focus; and effective engagement in a fast-paced, team-based and corporate environment
• Must demonstrate technical skills, which include proficiency with computer systems and software including Microsoft Outlook, Word, Excel, OneNote & PowerPoint; has basic knowledge of using web browsers, search engines etc.; as well as client systems knowledge and productivity measures
• Soft Skills required: data gathering, problem solving, business awareness, customer focus, teamwork, managing self, adaptability, compliance with work standards