Kerja Sepenuh Masa, Senior Manager, Travel Insurance Claims di Europ Assistance East Asia Selangor - Maukerja

Role Summary:

We are looking for a dynamic Travel Insurance Claims Senior Manager to lead our team in delivering exceptional traveller support. The incumbent will ensure prompt case management and foster a customer-centric experience aligned with Europ Assistance group strategy. This person will oversee a team that remains consistently available and responsive to travelers 24/7.

Key Responsibilities:

Claims Management

• Oversee daily servicing activities to ensure cases (medical and non-medical) are appropriately managed and prioritized
• Supporting all case prioritization and coordination activities of the team, with the objective to ensure travelers receive the timely and appropriate treatment, at an acceptable standard of care place
• Maintain compliance with Service Level Agreements for all case activities and actions.
• Take ownership and provide direction on escalated enquiries and complaints in accordance with procedures
• Oversee case direction on complex and high-priority cases throughout the scheduled shift
• Review and revise team scheduling requirements to deliver high-quality assistance. Factor forecasting volumes into leave requests and approvals
• Support the Operations Manager on reporting requirements of Assistance by sharing insights on people performance measures to help inform the business and operational direction
• Contribute to collaborative engagements with Operational departments
• Work in close liaison with Clinical experts to manage potential risks and achieve optimal outcome for travelers
• Adherence to operational and clinical governance must be demonstrated in all case actions
• Engagement with Network team as required to gain intelligence or support to ensure delivery of care or timely movement of a traveller
• Manage complaints per Standard Operations Procedure.

Team Leadership

• Support individual and team performance by empowering them be proactive care coordinators
• Regular communication across the team and stakeholders to ensure alignment in goals and deliverables
• Manage employee performance or unsatisfactory conduct
• Develop continual training and learning strategies through mentoring and coaching, and ensure counselling and recognition is shared as appropriate
• Manage conflict and other workplace issues
• Manage team member adherence to roster, company policies, procedures, KPI’s and targets
• Facilitate performance plans, performance reviews and development plans for team members

Operational Enhancements

• Accountable for daily leadership of Assistance team members and activities, whilst contributing to revision of SOPs to improve efficiencies
• Aid in identifying improvements for our customer journey to deliver the best outcome and elevating business performance
• Ensure Operational leadership and support is in place and optimized to enable Teams capability to deliver.

Stakeholder Management

• Engage and communicate regularly with internal stakeholders to manage blockers or risks that can impact service and care delivery to the traveler
• Support and co-ordinate engagement between the team and stakeholders
• Partner with Assistance Leadership team to drive customer and productivity centric outcomes and help identify how to enhance our services and value to the business

Strategy and Continuous Improvement

• Support enhancements of customer journey and experiences by contributing to initiatives for Assistance
• Work with the Assistance Manager in identifying and prioritizing process and service delivery opportunity improvements and enhancements
• Ensure service levels are maintained and where compromised support the implementations of strategies to rectify

Requirements:

• Minimum bachelor’s degree in related background
• Minimum 5 years experiences in medical claim insurance, travel insurance claims and in the capacity of leader for at least 3 years
• Experience in travel assistance and insurance industry preferred
• Ability to effectively communicate and influence key stakeholders to support proposed tactics, process and/or operational improvements recommendations
• Resourcefulness and ability to devise creative solutions to problems
• Communicate with discretion, professionalism, and confidentiality
• Possess adequate perception of service quality metrics and its impacts to service delivery and overall experience
• Excellent verbal and written communication skills with strong attention to detail.
• Excellent command in English (spoken & written).