Claims Management Senior Analyst

Role Summary

Team Leader is responsible for managing the dayto-day planning of workflow, problem solving and meet the required service levels and operational targets across the various lines of business that are being assigned to Claims Department. The role will be responsible for working closely with a newly created team to ensure effective delivery of data entry administration, document processing and policy assembly of all lines of business referred by profit centers with the highest standard of quality. The role will be responsible for coaching and developing staff skills and capabilities.

Builds team and lead people by engaging and inspiring at the most direct level. Scope of work is management of a team of Claims Management Associate, Claims Management Associate / Subject Matter Expert (SME) / Quality Analyst and ensuring accountability by managing individual and team performance as well as ensuring, if not exceeding, Service Level Agreements (SLA).

Role Responsibilities

Ensure that everything is done within power to ensure SLAs are met, supervise and monitor team members work distribution, quality, productivity and overall corporate discipline including ensuring that Team Attendance % and Tardiness % are kept within the agreed threshold limits.

Provide performance reports on a regular basis (monthly 1:1 with each staff) to his/her direct supervisors where the leader needs to ensure that the team met the required the minimum Productivity & Utilization %.

Conduct process training and manage process changes, if necessary.

Execute or deliver outputs based on the project plan during migrations.

Enforce team and company policies.

Execute existing DR/BCP plans of the team.

Encourage staff to participate in company-wide activities.

Communicates performance against objectives with the individual team members and constantly monitors performance in terms of agreed key performance indicators (e.g. processing turnaround time, processing accuracy etc).

Supports the management team in the creation of management reports based on agreed time scales and in achieving Accenture overall service levels (e.g. processing turn around time, quality assurance, accuracy etc).

Attends to the resolution of escalated customer complaints and leads service recovery for any service shortfall.

Identifies area for service improvements and makes recommendation to the management team.

Responsible for handling a variety of functions including, but not limited to, product enquiry, customer service delivery and recovery, underwriting administration and policy processing for all insurance lines.

Support product and process training for new support desk hires.

Proactively work with Accenture senior management to understand forthcoming work volumes, new products, modifications to existing offering and cost drivers.

Training/Self Development - Conduct training, planning for processors cross training, coaching for new hires, prepares quality and process improvement initiatives as and when required by management & participation in various developmental trainings.

Manage relationship with business partners has established relationship with process owners through constant communication in teleconferences, and email.

To keep the team motivated and ensure that the overall attrition of the teams not more than the agreed % threshold.

To ensure that the team expense control is within the given budget threshold.

Job Qualification

Experienced TL with proven leadership skill that include people, client, and customer management.

Experienced in complaint handling that include talking inbound and making out Manager call backs.

Well verse with concept of Service Level Agreement (SLA) and aware on the urgency of meeting SLAs

Voice call handling (Inbound/Outbound) is a must

Fluent in spoken and written English language.

Computer literate and a proficient user of MS Office applications, especially on MS Excel and MS Word.

Self-motivated and ability to take initiative.

Excellent communication skills and interpersonal skills.

Ability to communicate information effectively.

Detail-oriented, and able to complete work rapidly.

Willingness to demonstrate flexibility and ability to adapt to changing conditions.

Good relationship building skills (internal, external, and cross - cultural).

Ability to document work in progress in accordance with applicable procedures.