Manager-Complaints & Escalated Claims

Manager-Complaints & Escalated Claims, Assurant-India

This position is primarily responsible for managing the performance of outsourced call center and operational support providers. This role will focus on ensuring the delivery of all required services and that these are delivered within required service level standards.

This role will also be responsible for process improvements and performance optimization of the outsourced partners. Leading the onboarding of new programs with the outsourced providers and ensuring appropriate governance is followed. Supporting the pro-active, efficient, and cost-effective management of claims and services. Oversight for the design, execution and tracking for escalations and escalation management.

This position will be Work from Office at our Mumbai, India location.  

What will be my duties and responsibilities in this job?

• Ensure that the respective teams are delivering the highest standard of customer service and seek to achieve the best outcome for the customer and Assurant while ensuring policies and procedures are adhered to when lodging, assessing and settling claims or responding to customer enquiries.  
• Ensure that the providers comply with all insurance and non-insurance regulatory bodies/laws and internal policies and provide a strong level of knowledge on Assurant’s products and procedures.
• Drive the design, execution and tracking for disputes and escalations through resolution and within appropriate timeframes while striving to achieve the best outcome for customers and Assurant.
• Achieve the required standards of performance against all core job responsibilities as measured by individual, team and business performance results. 
• Interact with key clients as the primary contact and subject matter experience for outsourced operations and escalation management.
• Achieve all contractual SLAs for all clients and ensuring that all SLA’s and requirements are reported on in a timely manner.
• Utilize available data, such as escalations and root cause analysis, to drive continual process improvement with a focus on implementation of both corrective and preventative actions.
• Assist in the implementation of new clients and programmes ensuring that all processes are in place and that employees and outsourced partners have been appropriately trained to ensure effective claim and customer management.
• Ensure effective routine engagement with the outsourced providers management teams:
  • Actively participating in routine meetings to ensure a collaborative approach to managing day to day performance.
  • ensuring SLAs and regulatory standards are being met;
  • embedding a high-performance culture within the team.
• Develop and maintain daily, weekly, and monthly reporting:
  • Includes the analysis of data and identification of trends and issues, identifying opportunities for efficiency and other improvements and implementing these as agreed.
  • Provide findings to the Operations Leaders and actively seek performance feedback.
• Ensure that relevant and accurate volume forecasting is provided to the outsourced providers to enable correct staffing levels.
• Ensure the recruitment & selection of staff match the skill set of the required service being offered.
• Audit and approve service partner invoices against contracted rate schedule.
• As required, work with the Head of Operations to ensure the teams are appropriately structured and organised to achieve required service level standards and expectations with appropriate levels of cross training and multiskilling in place to always ensure appropriate capacity levels.
• Other ad hoc duties as assigned.
• 3-4 direct reportees.

What are the requirements needed for this position? 

• Overall 10+ Years of work exp.
• Minimum 8 years’ people management/supervisory experience in a call/customer service environment.
• Minimum 3-5 years’ experience in supporting escalations or issue resolution for client programs.
• Ability to coach, mentor and develop team members to deliver business performance standards.
• Demonstrated ability to perform root cause analysis and convert insights into clear actions and continuous improvement initiatives.
• Strong prioritization and organizational skills with the ability to work with cross-functional teams.
• Excellent stakeholder engagement, both internal and external.
• Strong analytical, numerical and problem-solving skills with an understanding of commercial principles.
• Understanding performance measurement tools, methodology and technology.
• Demonstrates initiative and ownership. 
• Excellent communication skills – verbal & written.
• Ability to work in a fast paced, changing environment.
• Results oriented approach, able to work under pressure and prioritize work and tasks effectively.

• Ability to build strong working relationships with internal/external customers and any other relevant stakeholders.

• Industry knowledge or experience in consumer electronics/whitegoods.