Job Description

As a Claims Senior Supervisor you will take up a management position. You will be responsible for

managing our CHSI IOH Member Claims teams supported by 4 Claims Supervisors, responsible for

circa 60 team members.


Your role will be broader than the day to day management of the operations - your agile, customer

centric mindset will ensure that you contribute to our overall operations strategy, identifying

opportunities to enhance the service proposition and to improve the efficiencies and productivity of

your teams. Your role will report to the Head of IOH Member Claims.


Your role will be to:

Motivate individuals and team collectively to achieve agreed productivity, turn-around-time,

quality and client & customer satisfaction targets

Create an environment that encourages and delivers success - you must have the ability to inspire

your team whilst developing your team members to the next level

Ensure appropriate performance management action, timely recruitment and effective succession

planning is in place

Contribute to change and innovation and be pro-active in identifying opportunities for

improvement within the team and within Claims processes

Use data insights to challenge day-to-day operations, and build a continuous improvement

mindset

Manage effective capacity plans, keeping oversight of staff level requirements. Proactively

address and escalate any risks
Produce meaningful, accurate management reports and statistical information in line with formats

and timescales agreed with management, including trending and enhancement activities to quantify

operational impacts


Manage the implementation of new contracts with the support of subject matter experts Develop and maintain proactive business relationships, both internally and externally to ensure a

seamless delivery of service

Be a focal point for the Client management team, as well as all clients Interact with the senior management to adapt your processes to meet evolving objectives Use independent judgement and discretion to review and resolve complex issues Contribute in achieving departmental and company-wide goals and business plans

YOUR PROFILE

Minimum of five years' experience leading large operations teams or other relevant experience in

a Customer Operations function

Financial services or insurance experience is a plus Active language knowledge of at least English (additional foreign languages are a plus) Experience in coaching, managing, developing and motivating individuals Proven data analytics skills (advanced Excel, Power BI ...) Clear experience in driving a team to achieve excellent customer service results Experience of leading and implementing change Excellent inter-personal skills Negotiation and influencing skills Action-orientated problem-solving skills / process improvement Excellent organisation, planning and prioritisation skills Strong communication skills: demonstrating drive and enthusiasm Demonstrating flexibility and adaptability to change Result-oriented, able to mobilise the team to achieve key objectives Accountability - assumes ownership for achieving personal results and collective goals Customer orientated
KEY COMPETENTIES


Manage ambiguity Balances stakeholders Organizational savvy Drives Engagement Build effective teams Tech savvy Global perspective * Data driven