This role is responsible for leading, managing and supporting assigned administrative team to effectively service internal and external customers.
Responsible for continuous improvement of customer experience, business results, compliance, and employee development.
Monitors all aspects of team performance, including but not limited to, customer experience, work product quality and coordination, workload and inventory efficiency, attendance and compliance with established company and regulatory guidelines.
Responsible for individual employee development through regular performance reviews with improvement plans, skill coaching, progress tracking, feedback and discipline.
May be responsible for supervising inbound/outbound calls and for overseeing distribution of mail and other documents to appropriate individuals in the organization.
Interacts with customers, vendors and other internal departments to investigate and resolve technical processing and financial transaction issues.
Addresses customer escalations and works to resolve them directly, or route to the appropriate contacts for resolution.
Performs others duties as assigned.
Evaluates reports, trends and results to identify and take action to improve business outcomes.
Creates, updates, and maintains operational reports as required.
May create and deliver presentations to immediate leadership team as well as key stakeholders in other business units.

Insurance process-BPS/GCC 3 to 6 years including 1 to 3 years team leader experience.
US Property & Casualty customer service or claims experience desired but not mandatory.
Microsoft Office
Intermediate (1-3 Years)
Adaptable and flexible to new technology
Entry Level (1-3 Years)
Good people leadership / team leadership
Strong communication skills
Change management or change champion
Process improvement and operational efficiency (Lean & Six Sigma)
Quality Management System (QMS)
Process automation and optimization
Excellent written and verbal Communication
Advanced
Problem Solving and Decision Making Skills
Intermediate
Conflict Resolution Skills
Intermediate
People Management
Intermediate
Listening Skills
Advanced
Customer Service Skills
Intermediate

Claims Operations Supervisor

Key skills