Team Leader - Short Term and Life Claims

SUMMARY:
Responsible for leading and managing a team of claims professionals handling both short-term and life insurance claims. The role involves overseeing the end-to-end claims process, ensuring timely and accurate claims adjudication, providing guidance and support to team members, and fostering a culture of continuous improvement and client-centricity.

POSITION INFO:
Responsibilities
Managing the team:
-Lead, mentor, and motivate a team of claims professionals handling short-term and life insurance claims.
-Provide ongoing coaching, feedback, and performance evaluations to team members to ensure high performance and professional development.
-Foster a collaborative and supportive team environment conducive to achieving departmental goals and objectives.
Claims management:
-Oversee the end-to-end claims process for both short-term and life insurance claims, ensuring adherence to company policies, procedures, and regulatory requirements.
-Review and approve complex or escalated claims, providing guidance and assistance to team members as needed.
-Monitor claims metrics and performance indicators to identify trends, address issues, and implement process improvements to enhance efficiency and client satisfaction.
Customer Service Excellence:
-Champion a client-centric approach to claims management, prioritising prompt and empathetic resolution of client inquiries and concerns.
-Collaborate with other departments, such as Client Services and Underwriting, to streamline processes and enhance the overall client experience.
-Address escalated client complaints or inquiries in a timely and professional manner, striving to exceed client expectations and uphold the company's reputation for excellence.
Training and Development:
- Facilitate cross-training opportunities to promote versatility and proficiency across different types of claims.
Quality Assurance and Compliance:
- Conduct regular audits and quality reviews of claims files to ensure accuracy, consistency, and compliance with company standards and regulatory requirements.
- Identify areas for improvement and implement corrective actions or process enhancements to mitigate risks and strengthen controls.
- Collaborate with the Compliance and Legal department to address regulatory inquiries, audits, or investigations related to claims management.