Claims and Customer Success Leadership

5 days ago


Karachi, Sindh, Pakistan Sperton Global AS Full time

Job Summary:

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The Lead Claims and Customer Success Representative will oversee the end-to-end user experience and claims processes, ensuring exceptional service delivery and operational efficiency.

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About Sperton Global:

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Spertorn Global is a recruitment and consulting company with an international reach. We are committed to helping our clients achieve success in their hiring processes.

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Key Responsibilities:

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  • 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.\
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Experience Requirement:

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  • 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.\
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Preferred Skills and Competencies:

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  • 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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