Claim Handler Manager – Motor Vehicle Claims

Job Description / Roles:

Manage Surveyor and Estimator Team

• Lead and coordinate the daily activities of surveyors and estimators.
• Ensure alignment with claim handling procedures and company service standards.
• Provide coaching and performance evaluation to maintain team productivity.

Monitor SLA and Claim Quality

• Track and ensure claims are processed within agreed Service Level Agreements (SLA).
• Conduct regular quality checks to maintain accuracy, fairness, and customer satisfaction.
• Identify bottlenecks and proactively resolve process issues.

Manage Customer Complaints

• Handle escalated complaints with professionalism and empathy.
• Analyze root causes of complaints and implement improvements.
• Act as a liaison between the customer and internal teams to ensure resolution.

Monitor KPI for MV Claims

• Set and evaluate key performance indicators (KPI) for motor vehicle claim processes.
• Regularly review performance data and report to senior management.
• Take corrective actions when targets are not met.

Report and Analyze Claims

• Generate periodic claim reports (e.g., frequency, severity, turnaround time).
• Identify trends, risks, and areas for process optimization.
• Provide data-driven insights for strategic decisions.

Claim Flow Process Improvement

• Evaluate and redesign claim workflows to enhance efficiency and accuracy.
• Collaborate with IT and operations to implement system or process enhancements.
• Ensure continuous process improvement aligned with industry best practices.

Monitor Average Claim Cost

• Track the average cost per claim and identify outliers.
• Recommend initiatives to manage costs without compromising service quality.
• Work closely with vendors, surveyors, and repair networks to control expenses.

Required Competencies:

• Leadership: Strong ability to lead and motivate operational teams.
• Teamwork: Collaborative approach in working with internal and external stakeholders.
• Integrity: High ethical standards in handling claims and managing teams.
• Good Communication Skills: Capable of communicating clearly with customers, peers, and leadership.
• Problem Solving: Ability to address and resolve operational challenges with practical solutions.

Required Experience:

• Minimum 3 years in Motor Vehicle (MV) Claim Area: Hands-on experience in claim operations and understanding of end-to-end MV claim cycle.
• Minimum 3 years of Team Leader Experience: Proven ability to manage and develop a team effectively.
• Insurance Industry Background: Familiarity with industry standards, regulations, and customer expectations.
• Involvement in Business Processes: Experience in optimizing workflows and aligning claim processes with business goals.
• Investigation Experience: Knowledge in identifying irregularities and performing basic claim investigations.

Job Description / Roles:

Manage Surveyor and Estimator Team

• Lead and coordinate the daily activities of surveyors and estimators.
• Ensure alignment with claim handling procedures and company service standards.
• Provide coaching and performance evaluation to maintain team productivity.

Monitor SLA and Claim Quality

• Track and ensure claims are processed within agreed Service Level Agreements (SLA).
• Conduct regular quality checks to maintain accuracy, fairness, and customer satisfaction.
• Identify bottlenecks and proactively resolve process issues.

Manage Customer Complaints

• Handle escalated complaints with professionalism and empathy.
• Analyze root causes of complaints and implement improvements.
• Act as a liaison between the customer and internal teams to ensure resolution.

Monitor KPI for MV Claims

• Set and evaluate key performance indicators (KPI) for motor vehicle claim processes.
• Regularly review performance data and report to senior management.
• Take corrective actions when targets are not met.

Report and Analyze Claims

• Generate periodic claim reports (e.g., frequency, severity, turnaround time).
• Identify trends, risks, and areas for process optimization.
• Provide data-driven insights for strategic decisions.

Claim Flow Process Improvement

• Evaluate and redesign claim workflows to enhance efficiency and accuracy.
• Collaborate with IT and operations to implement system or process enhancements.
• Ensure continuous process improvement aligned with industry best practices.

Monitor Average Claim Cost

• Track the average cost per claim and identify outliers.
• Recommend initiatives to manage costs without compromising service quality.
• Work closely with vendors, surveyors, and repair networks to control expenses.

Required Competencies:

• Leadership: Strong ability to lead and motivate operational teams.
• Teamwork: Collaborative approach in working with internal and external stakeholders.
• Integrity: High ethical standards in handling claims and managing teams.
• Good Communication Skills: Capable of communicating clearly with customers, peers, and leadership.
• Problem Solving: Ability to address and resolve operational challenges with practical solutions.

Required Experience:

• Minimum 3 years in Motor Vehicle (MV) Claim Area: Hands-on experience in claim operations and understanding of end-to-end MV claim cycle.
• Minimum 3 years of Team Leader Experience: Proven ability to manage and develop a team effectively.
• Insurance Industry Background: Familiarity with industry standards, regulations, and customer expectations.
• Involvement in Business Processes: Experience in optimizing workflows and aligning claim processes with business goals.
• Investigation Experience: Knowledge in identifying irregularities and performing basic claim investigations.