Services & Claim Transformation Lead

FUSE; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

FUSE is seeking a tech-savvy Claims & Services Transformation Lead to enhance claims and customer service functions. You will optimize workflows, lead a customer service team, and implement tech-driven solutions to drive efficiency and user satisfaction across operations in Southeast Asia.

Qualifications

• 3+ years of experience in process improvement or digital transformation.
• Demonstrated ability to optimize operational processes using data.
• Proven leadership experience in managing operations or customer service teams.

Responsibilities

• Oversee and optimize end-to-end claims workflows, focusing on automation.
• Lead initiatives to improve processes using data and user feedback.
• Analyze claims data to uncover inefficiencies and propose solutions.

Skills

Analytical mindset

Process improvement

Operations analytics

Digital transformation

Project management

Stakeholder management

Tools

Excel

SQL

Power BI

Freshdesk

Kapture

VoIP

WhatsApp

Email

Lark

Job description

We are looking for ahighly analytical and tech-savvy Claims & Services Transformation Leadto lead the continuous improvement of our claims and customer service functions. This role focuses ondriving efficiency, automation, and insight-driven decisions across our operational workflows.You will manage a customer services team while partnering closely with business team,product, data, and engineering teams to build scalable, tech-enabled solutions.

Key Responsibilities

• Oversee and optimizeend-to-end claims workflows, with a focus on automation, digitization, and cycle time reduction.
• Lead initiatives toimprove processesusing data, systems, and user feedback — including RPA, AI models (fraud detection, NLP), and workflow tools.
• Analyze claim and services data to uncover inefficiencies, builddashboards, track performance, and propose actionable solutions.
• Collaborate with Tech, Product, and Data teams to scope and implement tools that improve accuracy, speed, and user satisfaction.
• Continuously refine SOPs, SLAs, and escalation protocols to ensure operational consistency and excellence.
• Lead and managecustomer service and claims support team, ensuring performance and service quality across channels (WhatsApp, phone, email).
• Engage with insurer partners when needed to coordinate resolution for escalated claims or systemic issues.

Qualifications

• 3+ years of experience inprocess improvement, operations analytics, or digital transformation, ideally in tech-enabled businesses (e.g., fintech, healthtech, B2C platforms, shared services).
• Demonstrated ability tooptimize operational processesusing data, tools, and systems.
• Strong analytical mindset with the ability to work withExcel, SQL, or BI tools(e.g., Power BI)
• Experienced in using or managing teams that use platforms such as:Freshdesk, Kapture, VoIP, WhatsApp, Email, Lark.
• Strong project management skills, especially incross-functional environmentsinvolving Tech and Product teams.
• Proven leadership experience in managing operations or customer service teams.
• Exposure to insurance, claims management, or regulatory workflows is a plus
• Clear communication skills and stakeholder management ability.

Why Join FUSE?

AtFUSE, we're redefining how insurance works — turning processes into seamless, tech-powered experiences. With operations acrossIndonesia, Thailand, and Vietnam, we’re building one of Southeast Asia’s most advancedAI Driveninsurance technology.

Here,your impact is immediate:
You won’t just run operations — you’lltransform them.
You won’t just respond to problems — you’llbuild systems that prevent them.
You won’t just follow change — you’lllead it.

Join us if you're ready tooptimize with AI, lead with data, andturn service workflows into intelligent, scalable systems