Senior Manager - Operations

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

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