Job Description
Role & responsibilities
Monitor teams Investigate, evaluate, and resolve claims of applicable to Host Guarantee Terms of Service, using a multichannel customer support environment
Lead and mentor a team of claims and insurance professionals
Work collaboratively with support teams to gather intelligence and drive operational improvements
Should have experience in claims and dispute resolution, conflict resolution, fraud or risk investigations, and/or crisis management.
Ability to work closely with Managers, Assistant Manager and Team Leaders to ensure governance on Initiating, investigating, and resolving cases involving complex damage, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.
Deriving intelligence from various internal and client reports to drive desired business outcomes
Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads. This process will require excellent negotiation skills and might involve stakeholder relationships and research.
Ability to work with ambassadors across all Tenures with specific plan and customized approach
Provide coaching, feedback, and support to ensure a high level of performance and job satisfaction
Preferred candidate profile
- Excellent oral/written communication skills in supported languages (English primary, secondary as noted)
- Analytical mindset with the ability to make data-driven decisions
- Proven experience in a contact centre environment, with a minimum of 2-4 years in a managerial role.
- Familiarity with claims management processes, regulations, and industry best practices
Perks and benefits
As per company policy
Job Role :
Senior Manager - Operations
Industry :
BPO / Call Centre
Qualification Required :
Graduation
Experience Required :
2 - 4 Years
Location :
Mumbai Region
Gender Preference :
Any
Required Skills :
Job Detail:
Job Timing :
9:30 am - 6:30pm | Monday to Saturday
Interview Details :
11:00 am - 4:00pm | Monday to Saturday
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