Deputy Manager FNA
Share
Job Location:
National Capital Region - Philippines
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
We are hiring for our client for Deputy Manager - FnA at Eastwood Philippines (Onsite) role.
Job Title - Deputy Manager - FnA
Location - Eastwood PH (Onsite)
Shift Time - Night Shift
Qualification:
Bachelors degree preferred; graduate of business administration or accountancy
5 years in AP/call center/vendor helpdesk leadership preferably in logistics or BPO.
Proven experience in outsourcing transitions (vendor management preferred).
Advanced Excel/analytical skills (good to have experience in dynamics AX RingCentral knowledge a plus).
Strong decision-making conflict-resolution and prioritization abilities.
Flexibility to work during peak periods as needed.
Willing to work fixed night shift
5 years in AP/call center/vendor helpdesk leadership preferably in logistics or BPO.
Proven experience in outsourcing transitions (vendor management preferred).
Advanced Excel/analytical skills (good to have experience in dynamics AX RingCentral knowledge a plus).
Strong decision-making conflict-resolution and prioritization abilities.
Flexibility to work during peak periods as needed.
Willing to work fixed night shift
Job Description:
1. Team Leadership & Operations:
Supervise a team of analysts ensuring adherence to SLAs and quality standards.
Monitor daily call volume (200 250 calls) and redistribute workload to meet performance targets.
1. Team Leadership & Operations:
Supervise a team of analysts ensuring adherence to SLAs and quality standards.
Monitor daily call volume (200 250 calls) and redistribute workload to meet performance targets.
2. Escalation & Complex Issue Resolution:
Resolve high-priority escalations (e.g. legal/bond inquiries large payment disputes).
Identify and prioritize potential agent/carrier escalations proactively.
Liaise with Finance sales teams and other stakeholders to address systemic issues.
Resolve high-priority escalations (e.g. legal/bond inquiries large payment disputes).
Identify and prioritize potential agent/carrier escalations proactively.
Liaise with Finance sales teams and other stakeholders to address systemic issues.
3. Performance Monitoring & Reporting:
Track call answer rates (95% target) and missed calls using logs from tool.
Analyze call trends to identify training gaps or process inefficiencies.
Report on carrier satisfaction metrics and implement corrective actions.
Track call answer rates (95% target) and missed calls using logs from tool.
Analyze call trends to identify training gaps or process inefficiencies.
Report on carrier satisfaction metrics and implement corrective actions.
4. Process Optimization & Transition Management:
Lead the transition to WNS by documenting processes training plans and staffing justifications.
Develop SOPs for common inquiries (e.g. rate disputes etc )
Lead the transition to WNS by documenting processes training plans and staffing justifications.
Develop SOPs for common inquiries (e.g. rate disputes etc )
5. Stakeholder & Carrier Relationship Management:
Serve as the escalation contact for carriers IBOs and internal teams.
Maintain and strengthen carrier relationships through timely communication.
Provide updates on payment exceptions and process changes.
Serve as the escalation contact for carriers IBOs and internal teams.
Maintain and strengthen carrier relationships through timely communication.
Provide updates on payment exceptions and process changes.
Key Skills
- Project / Program Management
- Military Intelligence
- Program Management
- Military Experience
- SAFe
- ITIL
- Project Management
- Team Management
- Budgeting
- DoD Experience
- Supervising Experience
- Contracts
