Claims Adjudication Lead - Auto, Assurant, GCC-India
This position is primarily responsible for serving as a subject matter expert on Claim Adjudication processes and procedures, while also coaching and managing a team supporting Claims Adjudication and various services to ensure the highest standard of customer service is delivered in the most cost effective and time efficient manner. Additional key focus areas include capacity planning, adherence to standard processes and procedures, and achievement of key internal and client metrics, such as defined SLAs, TATs, CSAT and NPS.
This position will be in Hyderabad/Bengaluru/Chennai at our India location.
Work Timings: 3:30 PM IST ~ 12:30 AM IST.
What will be my duties and responsibilities in this job?
- Lead, coach, support and develop direct reports to build a high-performance team.
- Set and monitor KPIs for the team to ensure productivity is effective and efficient to deliver best-in-class service.
- Performing sample audits of the team work to ensure compliance with internal and client requirements, as well as utilization of all available resources in validating documentation around estimates and invoices for payment.
- Set the team staffing goals on a regular basis, such as weekly and monthly, to ensure adequate staffing levels/rostering is in place for timely view and approval of claims, repair estimates and invoice approvals.
- Establish the team’s framework for Claims Adjudication to achieve adherence with client requirements, SLAs and TATs. Align team communication processes with clients in situations where second level review of claims is required.
- Develop the team’s effectiveness in interacting and managing dealerships, including but not limited to constantly reenforcing our expectations around proper claim estimates and invoicing.
- Identifying and addressing negative trends and taking corrective action, as necessary. Partner with Account Management team to create closed loop of feedback on dealerships.
- Enforce a culture of continuous process improvement within the team.
- Ensure team is knowledgeable of expected client commitments, such as SLAs, TATs, CSAT and NPS.
- Support the implementation of new clients, products and capabilities through operational user acceptance testing and team member training.
- Ensure that the team is appropriately trained to achieve required service level standards and expectations, as well as effective customer management, with appropriate levels of cross training and multiskilling in place.
- Ensure oversight and budget management for the team.
What are the requirements needed for this position?
- Bachelor's degree in business or related field.
- Minimum 5+ years in an automotive operations or service environment.
- Preferred experience with auto warranties or extended warranties.
- Progressive, modern leadership experience required.
- Active organization culture and DEI advocate, team and customer first mindset.
- Sound and thorough technical claims knowledge.
- Strong verbal and written communication skills.
- High level organizational skills with the ability to prioritize effectively.
- Applies expert problem-solving skills to the most complex of issues.
- Recognizes, recommends and creates action-oriented plans for areas needing improvement.
- Strong communication and influencing skills.
- Strong understanding of financials, and performance metrics.
- Strong presentation and public-speaking skills.
- Ability to work in a fast-paced environment meeting tight deadlines while multitasking.