Claims & Customer Service Team Leader
hace 4 días
Reporting to the Operations Manager the Claims Team Leader is responsible for all aspects of day to day claims handling, call center and complaints management for Operations. This role is based in León, México and will include the management of a team of ~6-10 associates but this could vary in line with claims volumes growth in the assigned countries
DIMENSIONS OF ROLE
Reporting to the Operations for Credit & Lifestyle Protection, this role will be a key member of the operations team.
**As a manager, the Claims Team Leader will**:
- Lead a Team based in Leon
- Manage a claims and customers service team with various skills
**As it is a cross functional role, the **Claims Team Leader** will also have to demonstrate strong leadership competencies**:
- Cascade and translate AXA Partners strategy into action plans
- Drive customer centric focus & culture
- Demonstrate ability to drive change
- Lead team members to achieve high standards of performance
KEY RESPONSABILITIES
Claims & Customer Service Management
- Monitor operational performance metrics & ensure compliance towards agreed KPI's of direct team reports in compliance with local regulations and AXA guidelines
- Oversee correct execution of new deals / amendments to existing business/processes to ensure its stabilisation
- Responsible to ensure that new team members complete a successful induction and are integrated smoothly into the team
- Handle complaints in adherence with partner requirements and AXA standards
- Provide technical support to claims associates regarding claims decisions and deal with broad & complex claims and customer service interactions, escalating as required (including potential claim Fraud)
- Escalate improvements opportunities in processes to enhance customer experience by increasing proficiency and improving customer satisfaction including the escalation to the CSC of required updates in Processes, procedures, WI & controlsAct as a point of reference for colleagues
- Deputise and support manager as applicable
People Management
- Effectively manage the performance of individuals in the team providing regular opportunities for feedback (both formal and informal) and ensure that performance management cycle is completed for each team member within set timelines to maximise their potential
- Conduct regular Team Meetings, containing Business and team updates, developmental opportunities and recognition of great performance/achievements. Promote two-way communication channels with an environment where all opinions count
- Manage & support team on day-to-day performance, engagement and behavioural issues e.g. absenteeism, attrition and disciplinary process, based on AXA policies. Also responsible for the management of daily breaks, work hours and annual & sick leaves in coordination with HR and ensuring work load and capacity are not compromised
- Encourage team to share knowledge and best practice as well as encourage team to think from a customer perspective. Create and support a problem solving and a “can do” attitude promoting a culture which recognises and rewards a job well done
- Carry out systematic training needs analysis to identify gaps, coordinate training requirements (CSC new projects, central CLP training team for technical training/new hires & HR training for soft skills) and follow-up its delivery to ensure operations staff can develop & perform their jobs with excellence while driving a best in class customer experience. Participate in train of trainer sessions regarding amendments to existing products, new products or projects to cascade training with operations staff
- Provide continuous feedback to associates and jointly work with customer experience to execute action plans about opportunity areas and ways in which Customer Experience should improve
Customer Improvement Initiatives
- Support improvement plans aligned with Customer Operations strategic priorities
- Support the delivery of IT enhancements to enable improved operational effectiveness
Regulatory Compliance
- Ensure the Claims & Customer Service team meet all regulatory and compliance requirements
- Action OCIF (Operational Control Framework) findings and address feedback with team members to close out failures
- Identify & escalate Operational Incidents as required
**Su Perfil**
**Education & Experience**
- 4-5 years of solid experience in a similar function within the insurance sector, use to manage claims or operations team
- Experience in claims handling and managing teams.
- High degree of responsibility, analytical and able to think “out of the box”English & Spanish Speaker
- Energetic with commitment to deliver
- Customer service orientated and able to work under pressure
**Acerca de AXA**
El Grupo AXA es líder mundial en seguros y gestión de activos. Protegemos y asesoramos a nuestros clientes en todas las etapas de su vida, ofreciéndoles productos y servicios que satisfacen sus necesidades en las áreas de seguros, pr
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