JOB RESPONSIBILITIES:
Strategic Vision and Communication
- Develop, implement, and lead the strategic Australia Travel Insurance operation plan and efficiency in line with the organization&aposs overall strategy and Australia market objectives. Ensure communication and understanding of the strategy within the team.
- Provide strategic leadership for the Australia Travel Insurance operations department, ensuring alignment with organizational goals.
- Collaborate with cross-functional teams to optimize workflows and enhance productivity.
Claims Operations
- Oversee the end-to-end operations and claims management process, including claim intake, assessment, adjudication, and settlement, ensuring timely and fair resolution for customers.
- Identify and evaluate operational risks, taking appropriate action to control them and ensure smooth operations.
- Accountable for the operations team in terms of efficiency, customer experience, quality, and training.
- To oversee, provide co-ordination, management and supervision of long term and day to day operational related matters planning, service delivery within the areas of delegated authority.
- To plan, establish and implement SOPs, workflows, best practices, and ensure compliance with policies. This shall include compliance of legislative requirement such as data protection and medical confidentiality.
- Monitor operational efficiency to contribute to consistent and growth.
- Provide an effective communication link, maintain effective and appropriate relationships between the management and the areas of delegated responsibilities.
- Provide, through formal and informal interactions, appropriate support and training to as and when required.
- To provide advice, sound judgement and recommendation on cases.
- Establish dedicated support teams for clients based on contractual obligations, ensuring seamless service delivery and client satisfaction.
Claims Management
- Oversee the day-to-day operations of the Travel Insurance Claims Department
- Ensure claims are processes in a timely manner, adhering to company policies and regulatory requirements.
- Monitor and ensure proper settlement of all claims, ensuring fairness to all parties involved.
- Develop and implement best practices for claims management to enhance efficiency and customer service.
Management of Large Claims
- Review and manage large and complex claims, ensuring they are handled appropriately.
- Coordinate with legal, finance, and other departments as necessary for large claim resolutions.
- Develop strategies and action plans for managing large claims, including negotiation with claimants and other parties.
Claims Reserving
- Oversee and ensure accurate estimation of claims reserves to ensure financial stability.
- Periodically review and adjust claims reserves to reflect changes in claims development.
- Work closely with finance and actuarial teams to align reserving practices with company&aposs financial objectives and regulatory requirements.
Assistance Cases Management
- Lead the team managing Australia assistance cases, ensuring prompt response and effective case handling.
- Collaborate closely with the regional medical team and local assistance management to ensure appropriate execution of cases, balancing patient well-being with the company&aposs interest.
- Coordinate with healthcare providers, emergency services, and international entities to ensure seamless case handling.
- Take all necessary actions to uphold the interest of the patient, while simultaneously safeguarding the company&aposs reputation and resources.
- Implement guidelines and training for the team to ensure consistent, top-tier client assistance and support.
- Continuous monitor assistance cases, ensuring alignment with company protocols and clients expectations.
Reporting, Operational satisfaction and performance
- Manage and communicate regular reports on claims metrics, large claims, and reserving to senior management and relevant committees.
- Ensure compliance with all Australian regulatory reporting requirements related to claims.
- Identify opportunities for process improvement and automation within the operations workflow to streamline processes, reduce errors, and enhance productivity.
- Analyze performance metrics to identify trends and areas for improvement.
- Identify opportunities for process improvement and automation within the operations workflow to streamline processes, reduce errors, and enhance productivity.
Team Leadership
- Establish and organizational structure that is conducive to the delivery of business objectives.
- Provide leadership, guidance, and management to the employees, ensuring high performance and achievement of KPIs and targets.
- Ensure high levels of retention and engagement among the employees, promoting and representing the company as a preferred employer in the country (as measured by Scope scores in the entity)
JOB REQUIREMENTS & QUALIFICATIONS:
- At least 10 years of experience in Travel Insurance Operations, out of which at least 5 years spent in managerial role.
- Proven knowledge in Operations and exposure of managing a large team is preferred.
- Experience in an international/multinational environment preferred.
- Proven experience working in a high demand and complex environment.
Leadership Attributes:
- Team player: ability to think outside the perimeter
- Agility: at ease with change, complexity, matrix and multiculture environments
- Networking: strong ability to manage internal and external relationships
- Ability to communicate strategic vision to diverse range of people and cultures.
- Proven experience in insurance operations, a strong leadership background, and a passion for delivering outstanding results.
- Entrepreneurship mindset (courage/risk taking/resilience: capacity and willingness to develop, organize and manage a business with any of its risks.
- Strong result orientation is required.
- Strategic and innovative thinking: capability to quickly understand and build a strategy with an innovative vision and customer focus.
- Team building and team leadership: recognized as an inspirational leader, people development & empowerment oriented, team spirit.
- Demonstrate positive mindset in all situations.
- Self-awareness: ability to challenge himself/herself, seek and give feedback.
- Integrity: display high level of integrity and role model values
