DE033153-Customer Service Assoc Manager

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Customer Service Assoc Manager WORK SETUP: Hybrid RESPONSIBILITIES: • Manages processes based on established performance standards, service & quality levels • 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 OTHERS: Project Shift Schedule: Night Shift Project Rest Day: Weekends off Project/Team Location: Muntinlupa Axis One

SKILL AND QUALIFICATIONS: • Standard Associate Manager Profile; no domain • 7 to 8 years of solid experience; 5 years of supervisory experience • Domain skills required: Handled insurance account– is domain skills good to have only

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