Claims Team Leader

Discover your 100% YOU with MicroSourcing!

Position: Claims Team Leader
Location: Metro Manila
Work setup & shift: Remote | Shifting

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Role Overview:

As a Team Lead, Claims, Vertical on our Customer Team, you will own the well-functioning of the claims team, ensuring claims are handled efficiently while providing an excellent customer experience.

To drive success in this role, you will have strong leadership and great analytical skills. With a bachelor's degree, you will have relevant claims experience guiding, mentoring and managing teams, ideally in fast-growing environments. As the Team Lead, Claims, Vertical, you will lead the team to ensure a smooth customer experience and fast resolution of claims through our owned XClaim platform. Regular collaboration with the leadership team, the Process Engineers, as well as with the Support, Content, and Complaints teams, will be key in ensuring that agreed SLAs and NPS are achieved.

What You'll Do:

• Team Supervision: Lead and manage a team of claims agents, providing daily guidance and support to ensure high performance and accuracy to meet business, team and individual KPIs (e.g. customer satisfaction & performance scores, NPS, CSAT etc)

• Operations Management: Supervise day-to-day claims adjudication tasks, ensuring resources are allocated correctly, identifying volume trends, and advising on staffing needs. Manage and assign team members to cases, ensuring appropriate workloads and efficient task distribution.

• Customer Escalations: Handle team-level escalations independently, only escalating to the Operational Manager for highly complex issues that require broader intervention. Define specific categories of issues that Supervisors can fully resolve without upper-level involvement. Proactively communicate issues to Team leadership that pose a risk to the business or operations.

• Quality Assurance: Maintain the quality of our work ensuring accuracy and compliance to meet business, team and individual KPIs. Collaborate with the QA team, acting as their dedicated point of contact to ensure the team is inline with most recent assessment rules. Monitor the team's performance and quality through real-time management, quality spot checks, feedback sessions, and regular audits.

• Training and Development: Provide training, mentorship, and performance feedback to team members, fostering a culture of continuous improvement. Create agreed objectives and a performance development plan for each team member.

• Process Improvement: Identify and recommend process improvements to enhance claims handling efficiency. Team Leads have autonomy to implement corrective actions and process adjustments directly to address operational gaps.

• Reporting: Prepare and present regular reports on team performance, claims metrics, and operational challenges to the Claims Manager.

• Compliance and Risk Management: Ensure that all claims are managed in full compliance with global and local regulations, while also considering the firm's risk exposure.

• Recruitment: Assist with the screening and hiring of staff.

What You'll Need:

• 3+ years of experience in claims handling, with at least 3 years in a supervisory or leadership role, preferably in an insurance firm

• Fluency in English (verbal & written) is essential for communicating internally and externally.

• Excellent communication and relationship management skills.

• Bachelor's or postgraduate degree in a related field or equivalent is highly desirable

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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Originally posted on Himalayas