Joyce Marie Martinez

Managed medium-sized team(s) handling Insurance back-office operations with a focus on providing quality services to internal and external customers. Appointed as Acting Operations Manager for 3 teams from March 2018 Accountable for meeting teams’ set KPI targets Pioneered the Manila Governance working group for Insurance-specific project releases to address issues or gaps that may arise upon implementation. Supported the team in identifying ways to improve processes and systems for better customer service. Spearheaded and implemented automation initiatives to improve mailbox handling; mitigate risk in manual email send-outs; and address input quality for the Case Management team. Ensured compliance with internal and external regulations and controls by equipping members to identify risks and effectively escalate incidents, breaches, and losses; provided support in completing action items in a timely manner. Member of Business Continuity Coordinators and collaborates with different teams ensuring system issues and/or concerns are being reported and addressed. Review and update business continuity plans on a regular basis. Assisted on team members’ self-development by identifying skills, talents, and opportunities inside and outside the team.

Worked with the team to achieve production and quality targets, having constant communication with the onshore quality officer to ensure calibration in the process. Provides error feedback and coaching for audited items, and cascades or training for process updates and new hires.

Worked with internal and external customers to ensure timely and quality service provided for new business insurance applications. Established relationships with ANZ Financial Planning to ensure retention of business through fast turnaround times and efficient servicing of applications

Enrollment eligibility consultant for a U.S. Healthcare Insurance Company handling group medical insurance enrollments; Ensures correct data and client eligibility client prior to processing and coordinates with onshore counterparts on queries and requests that need to be escalated. Handled some administrative functions (reporting) in the absence of Group/Team Leads.