Remote Claims Team Lead - Drive Customer Experience

MicroSourcing International; Manila; Remote; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Claims Team Leader in Metro Manila. You will supervise the claims team, drive efficient handling, and deliver excellent customer experiences on the XClaim platform.

The role requires strong leadership, analytical skills, and a bachelor's degree with claims experience. You will collaborate across leadership, Process Engineers, Support, Content, and Complaints teams to meet SLAs and NPS targets.

Qualifications

• 3+ years in claims handling with supervisory or leadership experience
• Fluency in English (verbal & written) is essential
• Excellent communication and relationship management skills
• Bachelor’s or postgraduate degree in a related field is highly desirable

Responsibilities

• Lead and supervise a team of claims agents to meet KPIs such as CSAT, NPS and performance scores
• Oversee day-to-day adjudication tasks and staffing
• Handle team escalations and collaborate with leaders to address issues
• Ensure quality and compliance through QA collaboration and audits
• Provide training and performance feedback to team members
• Identify and implement process improvements for efficiency
• Prepare reports on team performance and KPIs
• Ensure compliance with global and local regulations
• Assist with recruitment and hiring of staff

Skills

Leadership

Claims management

English fluency

Communication

Education

Bachelor's degree

Tools

XClaim platform

Job description

MicroSourcing is seeking a Claims Team Leader in Metro Manila. You will supervise the claims team, drive efficient handling, and deliver excellent customer experiences on the XClaim platform.

The role requires strong leadership, analytical skills, and a bachelor's degree with claims experience. You will collaborate across leadership, Process Engineers, Support, Content, and Complaints teams to meet SLAs and NPS targets.