Claims Operations Team Leader

Function: Operations

Bucharest, Romania

With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

Inviting applications for the role of Claims Operations Team Leader role!

Responsibilities

Process:

•Achieving KPIs / SLAs contractually agreed with the customer as hygiene, continuously improving on performance benchmarks

•Root cause analysis on defects & work towards meeting SLA’s.

•Analyzing data and trends, implementing projects for continuous improvement based on Lean Six Sigma methodologies

•Owning implementation and delivery of Operational Excellence Framework including Visual Management System

•Utilize capacity management tools to rightly schedule resources to meet demand for operations

•Ensure the teams have all operational resources, for example but not limited to IT, Facility, Training, etc.

•Own the creation, update and maintenance of Standard Operation Procedures and Knowledge Management tool

•Create reporting both for client and Genpact management for Operations review

Client:

•Showcase and practice excellent client handling skills to ensure successful NPS scores and customer satisfaction

•Escalation tracking and resolution for client issues

•Be part of the client organization to drive improvement projects

•Own and hold periodic reviews with clients on Operational performance

•Ensure client response time is within acceptable limits set with the client and deadlines are met with accuracy

Profitability:    

•Input and maintain data in all HR and Finance related tools to ensure right billing

•Drive productivity improvements within operations

•Farm new opportunities for revenue enhancement or cost reduction

What can we offer?

 Attractive salary

 Stable job offer - employment contract

 Work in the multicultural environment

 Various trainings (initiating, soft skills)

 Possibility of development

 Benefits (Medical benefits, insurance, partner discounts, additional vacation days, meal tickets)

Qualifications

•3+ years experience in Insurance Claims

•Proficient in English

•Relevant team and people management experience

•Previous experience in a BPO/Call Center/Shared Services environment (represents and advantage)