Head Of Claims

2 days ago

Karachi, Sindh, Pakistan Waada Full time

Waada Digital Pakistan is seeking a proactive and detail-oriented professional to join our operations team as the Head of Claims. This role will oversee the end-to-end user experience and claims processes, ensuring exceptional service delivery and operational efficiency. The ideal candidate will have a user-centric mindset and a strong background in claims management, process optimization, and customer experience.

Responsibilities:

Design, monitor, and improve customer journeys across all touchpoints.
Collaborate with various departments (Sales, Operations, QA) to ensure a consistent and high-quality customer experience.
Monitor customer feedback and satisfaction metrics, identifying areas for improvement and implementing corrective actions.
Utilize customer data to analyze pain points and optimize the customer experience.
Manage the claims team, providing guidance and support to ensure efficient claims handling.
Develop policies and procedures to streamline claims processing and reduce turnaround times.
Analyze claims data to identify trends, reduce risks, and improve efficiency.
Leverage data analytics tools to track performance metrics for both CX and Claims functions.
Work closely with the QA team to ensure customer feedback is integrated into quality improvement initiatives.
Collaborate with the CX team to align claims processes with broader customer experience goals.
Lead the CX and Claims teams, fostering a customer-centric culture.
Set clear goals and KPIs for both functions, regularly reviewing and adjusting strategies to meet organizational objectives.
Serve as a key point of contact for escalated customer issues, ensuring high-level concerns are addressed promptly.

Experience:

Bachelor's or Master's degree in Business or a relevant field.
Proven experience in customer service, experience management, claims operations, or data analysis, preferably in the insurance or insurtech industry.

Skills:

Strong analytical skills with the ability to interpret data and drive strategic decisions.
Proficiency in data analysis tools (e.g., Excel, SQL, Tableau) to analyze complex datasets.
Excellent communication and interpersonal skills to effectively manage teams and collaborate across departments.
Problem-solving skills to handle escalations and improve processes.
Leadership experience with a track record of managing cross-functional teams.
Familiarity with customer experience best practices, claims management processes, and data analytics methodologies.
Understanding of relevant industry regulations and compliance requirements.
Customer-focused mindset with a commitment to continuous improvement.
Ability to motivate and develop team members, fostering a positive and productive work environment.

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