Gap Claims Operations Team Leader

The Gap Claims Team Leader manages both the authorisation of claims and has specialised knowledge of the claims environment. There is a strong focus on accurately and efficiently resolving the claim received whilst ensuring exceptional customer service and satisfaction. The claims team leader has the responsibility of ensuring that the claims team carry out their responsibility while keeping the team motivated and efficient. The claims team leader works closely with the Claims Manager and Claims Operations Executive.KEY OUTCOMES (not limited to) Level 4 and 5 process elements

Reporting and Managing Key Team Deliverables

Monitoring of the daily dashboard to ensure adherence to SLA

Monitoring the teams accurate and efficient processing of claims 

Contribute towards continuous improvement and innovation at process and procedure level

To ensure that all claims processing and queries are attended to accurately and within the agreed turnaround time 

Monitoring of daily performance statistics and workforce management 

Daily claims focus and work allocation

Assist clients with escalated queries and provide suitable query resolution

Accurate completion of people management tasks on a daily basis

Ongoing feedback to clients

People and Team Management 

People and team management 

Ensuring participative leadership and strong communication within the team

Collaboration with all business areas

Coaching and peer to peer learning

Knowledge and Quality Management 

Developing of all employees and ensuring smooth onboarding for new employees.

Review, maintenance and improvement of all processes and document management

Quality assurance and trending 

Contribute toward risk management