Technical TL - Insurance Claim Handling

r3 Consultant; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading insurance services firm in Pune is looking for a Claims Supervisor to lead a team of Claims Handlers. The ideal candidate should possess end-to-end claims handling experience and have managed a team for at least one year. Responsibilities include ensuring the smooth running of technical operations, monitoring staff progress, and reporting performance metrics. Excellent interpersonal and negotiation skills are necessary, along with a proactive approach to problem-solving. This position may require flexibility with shifts.

Qualifications

• Minimum 2 years of end-to-end claims handling experience.
• Experience managing a team of claim adjusters/handlers.
• Open to any shift based on business requirements.

Responsibilities

• Supervise a team of Claims Handlers to ensure quality service.
• Monitor and evaluate staff progress and assist with training.
• Manage workload allocation and ensure client satisfaction.
• Report claims handling metrics and drive process improvements.
• Address performance and behavioral issues among staff.

Skills

End-to-end claims handling knowledge

Excellent interpersonal skills

Negotiation and settlement skills

Data presentation and analysis

Problem-solving skills

Education

Any Graduate (Bachelor/ Master)

Job description

Version : 1.1

Updated on : 04/06/2023

Job Title: TM
Report to (Job Title): SDM/SSDM
Department: Operations-Technical Lead
Direct Reports (Job Title): NA
Division: Insurance
Location: Pune

Position Summary

To Supervise and handle a team of Claims Handlers in the best interests of the company, by delivering a high quality cost effective claims service to customers and contribute to the delivery of the claims business goals, within claims handling authorities.

About Gallagher

As a global insurance brokerage, Gallagher seeks to provide the best service to its customers. The Gallagher Service Center is a crucial component of our ability to provide industry‑leading quality and customer service, helping our global teams serve our end customers better, meet regulatory requirements and improve speed to market.
The Gallagher Service Center (GSC) supports various divisions of Gallagher, providing premier service to our customers around the globe. The GSC has grown into a team of more than 6,000 employees across five locations Kolhapur, Shimoga, Bengaluru, Pune and Mumbai, providing reliable, fast and high-quality support to field staff.
Working at the GSC gives you the opportunity to join a growing global organization. We offer our employees an unmatched professional environment to use their skills, improve their knowledge and deliver tangible results.
At Gallagher, we want to empower you to make a difference, take control and make an impact. Gallagher believes that all persons are entitled to equality in our employment opportunities.

Primary Responsibilities

• This position will serve as a key member of the Claims Handling COE of Gallagher Service Center LLP.
• Ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training, set goals, and ensure overall client satisfaction.
• Supervise a small number of adjusters and may carry an individual case load based on business needs.
• Actively manage work allocation, assigned adjuster workloads, query resolution and delivery of key SLAs. Well versed with operational terms and people management.
• Report key claims handling metrics using dashboards & scorecard to evaluate performance and trends and drive process improvements.
• Review work of others via file reviews; identify coaching opportunities and act on needed coaching opportunities.
• Identify performance and behavioral issues and work with staff and management to address and correct them.
• Communicate with stakeholders in a professional, positive and proactive manner. Work collaboratively with all external and internal departments.
• Assist with any new transitions, able to map workflows and create standard operating procedures. Ensure compliance with all process essential documents.

Skills and Competencies

• Should have sound end‑to‑end claims handling knowledge in any line of business / any geography (US, UK, ANZ or any other).
• Person must have prior end‑to‑end claims handling experience for 2+ years. Universally recognized claims or policy certification will be an added advantage.
• Excellent interpersonal skills, including listening, verbal and written communication with the ability to communicate effectively.
• Negotiation and settlement skills.
• Able to build excellent relationships with internal and external customers.
• Numerate with the ability to present and analyze data.
• Proactive approach.
• Problem‑solver.

Minimum Qualifications

• Education: Any Graduate (Bachelor/ Master).
• Shift hours: Should be open to any shift (business requirement).
• Work Experience: 3+ years of end‑to‑end claims handling with at least one year of managing a team of claim adjusters/handlers.