Claims & Customer Service Team Leader

hace 6 meses

Guanajuato, México AXA A tiempo completo

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

  • Claims Agent

    hace 7 meses

    Guanajuato, México AXA ASSISTANCE MÉXICO S.A. DE C.V. A tiempo completo

    **Vacante para la empresa AXA ASSISTANCE MÉXICO S.A. DE C.V. en Col. El Refugio -León, Guanajuato**: At AXA Partners Mexico, we know that we can empower people to lead better lives, and to achieve this, we require the best talent within our offices. Who are we? We are the global entity of AXA dedicated to co-creating and distributing simple, innovative,...

  • Bilingual Customer Service Agent

    hace 6 meses

    Guanajuato, México AXA ASSISTANCE MEXICO S.A. DE C.V. A tiempo completo

    **Vacante para la empresa AXA ASSISTANCE MEXICO S.A. DE C.V. en El Refugio Campestre -León, Guanajuato**: At AXA Partners Mexico, we know that we can empower people to lead better lives, and to achieve this, we require the best talent within our offices. Who are we? We are the global entity of AXA dedicated to co-creating and distributing simple,...

  • Claims and Customer Service Associate

    hace 6 meses

    Guanajuato, México AXA A tiempo completo

    En AXA Partners México estamos realizando la búsqueda de Claims and Customer Service Associate que formaránparte de nuestro equipo de CLP **Your Profile** Education & Experience - Fluent Spanish and English languages - Excellent communication skills with track record of dealing with colleagues and customers at all levels - Technical degree or above -...

  • Customer Service Analyst

    hace 6 meses

    Guanajuato, México Lear Corporation A tiempo completo

    **Drive Your Career** **Lear Corporation** is the leading Tier 1 automotive supplier serving all the world's major automotive manufacturers with our world-class automotive seating and automotive electrical products. Our products are developed and produced by a diverse, talented team of more than 165,000 people. With operations in 39 countries, Lear operates...

  • Customer Service Representative

    hace 6 meses

    Guanajuato, México KAMAX A tiempo completo

    Customer Service Representative - Mexiko / León- Vollzeit- FestanstellungWe are technologically the world's leading manufacturer of high-strength fasteners in the mobility industry. We set standards in the areas of innovation, quality, and profitability. Especially in the automotive sector, our core business since the company‘s foundation in 1935, we...

  • Customer Service

    hace 6 meses

    Guanajuato, México Leverages Career México A tiempo completo

    Consultora automotriz de capital japonés busca un **Customer service.** **Requisitos**: - Al menos 2 años de experiência como Customer Service. - Experiência trabajando con clientes en empresas de servicios de suscripción como programas de lealtad (preferentemente). - Deseable experiência automotriz. - Inglés avanzado...

  • Supply Chain/customer Service

    hace 6 meses

    Guanajuato, México NAPS A tiempo completo

    **Vacante para la empresa NAPS en Vynmsa Guanajuato Industrial Park Carr.irapuato-silao Km 131.5, Irapuato - Silao, Irapuato, Gto. -Guanajuato, Guanajuato**: **_ Customer Service / Supply Chain_** ** This is not a Call Center,** **At the same time, we are committed to following the principles of sustainable development to unite social, economic, and...

  • Team Leader de Almacén

    hace 6 meses

    Guanajuato, México HTNexus A tiempo completo

    Empresa de Logística y Última milla se encuentra en búsqueda de talento para integrarse a su equipo como: **Team Leader de Almacén** **Zona de trabajo: León** **Ofrecemos**: - Sueldo Negociable - Prestaciones de Ley - Prestaciones Superiores - Fondo de Ahorro - Vales de Despensa - $1,000 apoyo de transporte **¿Qué necesitas para aplicar?**: -...

  • Bilingual Customer Service Representative

    hace 6 meses

    Guanajuato, México Agencia de reclutamiento 3R A tiempo completo

    Do you have a passion for helping people and customer service? You might be perfect for our team! As a **Customer Service Representative** you will be first point of contact with our clients who live in Canada and the US. **Requirements**: - Fluent in English (B2-C1 level) - High School diploma or equivalent - Experience is not a must, but could be...

  • Bilingual Customer Service Agent

    hace 6 meses

    Guanajuato, México Tres R A tiempo completo

    **Vacante para la empresa Tres R en León, Guanajuato**: Are you looking for a FULLY BILINGUAL POSITION? As a**Customer Service Representative**you will be first point of contact with our clients who live in Canada and the US. **Requirements**: - Fluent in English (B2-C1 level) - High School diploma or equivalent - Experience is not a must, but could be...

  • Customer Service

    hace 6 meses

    Guanajuato, México Maquila San José Iturbide A tiempo completo

    **Customer Service** **Responsabilidades**: - Recibir y revisar las OC del Cliente que cuadre con los precios de acuerdo al contrato. - Es lo punto de contacto con los clientes y las demás áreas internas de planta para compartir las necesidades externas y seguimiento con los equipos para garantizar el cumplimiento de las actividades en tiempo y forma. -...

  • Claims and Customer Services Associate

    hace 6 meses

    Guanajuato, México AXA A tiempo completo

    En AXA Partners México estamos realizando la búsqueda de "Claims and Customer Service Associate" que formara pare de nuestro equipo de CLP. RESPONSABILIDADES: - Manejo de llamadas y reclamos: reciba, valide, evalúe y procese reclamos nuevos y continuos - Manejar llamadas y reclamos complejos elevados por Asociados Junior o EXP - Responsable de brindar...

  • Bilingual Customer Service Representative

    hace 7 meses

    Guanajuato, México TRES R A tiempo completo

    **ARE YOU LOOKING FOR A BILINGUAL JOB?** Join our team as a **CUSTOMER SERVICE REPRESENTATIVE** **BENEFITS** - Monthly base salary + bonuses - Legal benefits - Health insurance - Paid training - Onsite benefits **REQUIREMENTS** - Advanced English (B2-C1) - Complete documents - Schedule availability **ONLY FOR LEÓN, GUANAJUATO** **APPLY NOW** Tipo de...

  • Bilingual Customer Service Agent

    hace 7 meses

    Guanajuato, México Telemckmaisie S de RL de CV A tiempo completo

    **TeleMckMaisie Call Center is looking for you!** **Bilingual Customer Service Agent **(on site) **We offer**: - Base salary plus assistance & attendance bonus **We require**: - Previous 3 yrs work experience in similar position - English and Spanish, preferably native (mandatory) - Excellent Customer Service Attitude - Excellent PC Management & Data...

  • Analyst, Customer Service

    hace 7 meses

    Guanajuato, México Wella Company A tiempo completo

    Function: Supply Chain- Location: Guanajuato, OAX, MX- Work Arrangement: On-sitePosition Title: Customer Service Analyst, VMD (Vendor Market Distrubution) Location: Mariscala Reports to: Manager, Customer Service Direct Reports: 0 Scope / Brands: Customer Service Analyst for Professional Beauty ABOUT THE WELLA COMPANY Together, WE enable individuals to...

  • Analyst, Customer Service

    hace 6 meses

    Guanajuato, México Wella Company A tiempo completo

    Function: Supply Chain- Location: Guanajuato, OAX, MX- Work Arrangement: On-sitePosition Title: Customer Service Analyst, VMD (Vendor Market Distrubution) Location: Mariscala Reports to: Manager, Customer Service Direct Reports: 0 Scope / Brands: Customer Service Analyst for Professional Beauty ABOUT THE WELLA COMPANY Together, WE enable individuals to...

  • Customer Service Agent

    hace 6 meses

    Guanajuato, México Agencia de reclutamiento TRES R A tiempo completo

    **Vacante para la empresa Agencia de reclutamiento TRES R en Guanajuato, Guanajuato**: Customer service* 2 days off CUSTOMER SERVICE | 2 DAYS OFF GRAN CALL CENTER BUSCA AGENTES BILINGUES PARA SERVICIO AL CLIENTE OFRECEMOS: COMEDOR SERVICIO MÉDICO ESTACIONAMIENTO RAF ACTIVITIES RAF BONOS GAME ROOM SUELDO BASE + BONO DE...

  • Analyst, Customer Service

    hace 6 meses

    Guanajuato, México Wella Company A tiempo completo

    **Function**:Supply Chain**Location**:Guanajuato, MEX, MX**Work Arrangement**:Hybrid- Position Title**: Customer Service Analyst- Location: Mariscala- Reports to: Manager, Customer Service- Direct Reports: 0- Scope / Brands: Customer Service Analyst for Professional Beauty**ABOUT THE WELLA COMPANY** - Together, **WE** enable individuals to look, feel, and be...

  • Customer Service Representative

    hace 7 meses

    Guanajuato, México Job Hunters A tiempo completo

    **Customer support** - Base salary - Performance bonus - TWO DAYS OFF - Paid training - Pantry vouchers - Life Insurance - Plus much more benefits! **Requirements**: - English (B2 / C1) - Full Time Availability - Be located in León, Guanajuato. - Customer Service Skills Pay: $10,500.00 - $14,500.00 per month **Language**: - English (required) Work...

  • Customer Service

    hace 7 meses

    Guanajuato, México Tres R A tiempo completo

    **Vacante para la empresa Tres R en León, Guanajuato**: CUSTOMER SERVICE UNETE A NUESTRO EQUIPO DE TRABAJO OFRECEMOS: *SUELDO NETO MENSUAL Y PRESTACIONES* - bonos por productividad, *REQUISITOS* Escolaridad: Bachillerato concluido. Idioma: *inglés intermedio-avanzado* B2 A C1 *BENEFICIOS* - Comedor, Servicio Médico. - Estacionamiento - Lockers -...