Team Lead - Claims

DSV Road GmbH; Parañaque; On-site; PHP 480,000 - 720,000; Full time

Job summary

DSV ISSC - Business Support Services in Manila is seeking a claims handling-focused leader to ensure timely processing of road, air and sea claims. You will drive tactical and operational implementations of the CHC vision, lead a small team, and monitor KPIs to sustain accuracy and productivity.

The role emphasizes team development, process improvements, and cross-functional collaboration within a global logistics framework.

Qualifications

• College degree (any four-year program). Preferably specialization: TSL/Insurances/Law/Management.
• Basic knowledge of MS Office and MS Teams.
• Basic knowledge of web-based applications / Internet.
• Fast comprehension; focused on work.
• Team player with good interpersonal skills.
• Accurate, reliable and dependable.
• Ability to manage a small group.

Responsibilities

• Ensure timely and proper claims handling within transport-related claims.
• Implement DSV ISS and CHC vision and strategy tactically and operationally.
• Lead and develop the team through regular one-to-one and team meetings; evaluate performance.
• Monitor KPIs for the team and individuals; address performance issues with HR as needed.
• Identify process improvements and drive their implementation.
• Manage day-to-day operations including service levels for key customers and reporting.

Skills

MS Office

MS Teams

Web-based applications

Quick comprehension

Team player

Interpersonal skill

Accurate

Reliable

Ability to manage a small group

Education

College of any four-year course

Tools

MS Office

MS Teams

Job description

Position:

Department / Location:

MNL ISSC - Business Support Services

Line Reporting:

Business Support Services Manager

Ensuring proper execution of claims handling process within a given area (such as road claims, air and sea, solutions and equipment claims).

• Tactical and operational implementation of DSV ISS and CHC vision and strategy
• Team management aligned with the DSV values:

• a) identification of talents and supporting their development.
• b) one-to-one meetings with the team members and regular team meetings.
• c) performing yearly evaluation of team members.
• d) supporting team members in achieving defined KPI’s set by management.
• e) monitoring KPIs of the team as well as the individual ones.
• f) Addresses performance issues and coordinates with human resources whenever necessary.

• Identifying possible process improvements and driving their implementation.
• Taking part in development of strategic goals of CHC.
• Being responsible for the overall team performance – in terms of accuracy, timeliness and productivity.
• Other operational tasks include:
• a. monitoring service provided to key customers.
• b. monitoring team’s schedule (holidays, home office, sick leave and trainings)
• c. managing work of the team’s trainees.
• d. checking and correcting the customer invoicing.
• e. monitoring ongoing projects.
• f. monitoring backlog and developing improvement measures.
• h. commenting on results of the team.
• i. taking part in Claims Handlers Academy as a teacher.
• j. leading operational calls.
• k. uploading monthly reports on SharePoint;
• l. visiting local DSV offices.
• m. providing induction training to newcomers, acting as a Buddy.
• n. monitoring existing procedures.
• o. handling of complex claims with many claimants and/or multiple hauliers
• p. monitoring and implementing procedures dedicated to key customers.
• q. organizing workshops for employees.
• r. managing escalations

• Timely and proper claims handling (up to 15% of the work time) in the scope of damage occurred during transport or on equipment used to perform transport, according to valid procedures and instructions, which include:
• a. professional service provided for internal and external customers, in particular providing regular feedback on handled claims.
• b. archive data in the claims system and their update.
• c. take action in order to recover costs (recourse) for damage from liable parties.
• d. taking financial decision connected with settlements.

• Compliance with internal regulations, procedures, law and managers orders, including labor regulations, regulations on remuneration and other internal regulations in the company, including company’s intellectual property protection.
• Behaviors and attitudes consistent with the values.
• Professional skills development by participation in training and constant self-education.
• Experience in claims handling, knowledge of transport law, experience in process management in an international environment.
• 12. Work under the direction of Supervisor and Managers

Education and Skills

• College of any four-year course. Preferable specialization: TSL/ Insurances/Law/ Management
• Basic knowledge in MS Office / MS Teams
• Basic knowledge in web-based applications / Internet
• Quick comprehension and focused on work.
• Team player and good interpersonal skill
• Accurate, reliable, and dependable
• Ability to work and manage a small group

DSV – Global transport and logistics

Working at DSV means playing in a different league.

As a global leader in transport and logistics, we have been on an extraordinary journey of growth. Let’s grow together as we continue to innovate, digitalise and build on our achievements.

With close to 150,000 colleagues in over 90 countries, we work every day to offer solid services and meet our customers’ needs and help them achieve their goals. We know that the best way to achieve this is by bringing in new talent, fresh perspectives and ambitious individuals like you.

At DSV, performance is in our DNA. We don’t just work – we aim to shape the future of logistics. This ambition fuels a dynamic environment built on collaboration with world-class team players, accountability and action. We value inclusivity, embrace different cultures and respect the dignity and rights of every individual. If you want to make an impact, be trusted by customers and grow your career in a forward-thinking company – this is the place to be.