SUMMARY:
Our client, a global outsourcing and technology company, is looking for a senior-level operations professional to support transition activities within a claims-focused function. This role sits at the intersection of delivery, quality, and customer engagement, with a strong focus on ensuring service standards are consistently met while managing operational risk.
POSITION INFO:
If you’ve worked in high-volume, customer-facing operations and enjoy bringing structure, quality, and consistency into complex environments, this could be worth a conversation.
You’ll play a key role in maintaining performance against agreed service levels, while also ensuring accuracy, cost control, and a smooth end-to-end claims process. It’s a hands-on role that requires strong judgement, attention to detail, and the ability to balance quality with productivity in a fast-paced setting.
This role would suit someone who is comfortable working in a structured, performance-driven environment, where volumes are high and expectations around accuracy and turnaround are equally important.
In addition, exposure to areas such as stakeholder engagement, conflict resolution, or process improvement will be beneficial, particularly in environments where operational change or transitions are involved.
This is a role where consistency, ownership, and communication matter. If you’re someone who takes pride in delivering quality work at pace, and can build trust with both customers and internal teams, you’ll likely do well here.
Key responsibilities include:
- Delivering against defined service level targets and operational metrics
- Maintaining high-quality transaction processing in line with agreed standards
- Monitoring and managing claim costs, ensuring minimal leakage
- Overseeing the accuracy of reserves and payments across the claims lifecycle
- Handling inbound and outbound communication, including calls and written correspondence
- Resolving customer queries with a focus on clarity, empathy, and timely turnaround
- Applying internal policies and procedures consistently to support operational efficiency
- Supporting broader operational requirements as needed within the function
Key requirements:
- At least 10+ years’ experience in a voice-based or customer-facing operations environment, ideally with international exposure
- Strong communication skills in English, both written and verbal
- Confidence navigating systems and working across multiple tools, including MS Office
- The ability to manage competing priorities while maintaining attention to detail
- Sound decision-making skills, knowing when to act independently and when to escalate
- A disciplined, outcomes-focused approach with a strong sense of accountability
- Solid customer service instincts, including professional telephone etiquette
