Description:
Waada Digital Pakistan is seeking a proactive and detail-oriented professional to join our operations team as the Head of Claims. This role will oversee the end-to-end user experience and claims processes, ensuring exceptional service delivery and operational efficiency. The ideal candidate will have a user-centric mindset and a strong background in claims management, process optimization, and customer experience.
Responsibilities:
- Design, monitor, and improve customer journeys across all touchpoints.
- Collaborate with various departments (Sales, Operations, QA) to ensure a consistent and high-quality customer experience.
- Monitor customer feedback and satisfaction metrics, identifying areas for improvement and implementing corrective actions.
- Utilize customer data to analyze pain points and optimize the customer experience.
- Manage the claims team, providing guidance and support to ensure efficient claims handling.
- Develop policies and procedures to streamline claims processing and reduce turnaround times.
- Analyze claims data to identify trends, reduce risks, and improve efficiency.
- Leverage data analytics tools to track performance metrics for both CX and Claims functions.
- Work closely with the QA team to ensure customer feedback is integrated into quality improvement initiatives.
- Collaborate with the CX team to align claims processes with broader customer experience goals.
- Lead the CX and Claims teams, fostering a customer-centric culture.
- Set clear goals and KPIs for both functions, regularly reviewing and adjusting strategies to meet organizational objectives.
- Serve as a key point of contact for escalated customer issues, ensuring high-level concerns are addressed promptly.
Experience:
- Bachelor’s or Master’s degree in Business or a relevant field.
- Proven experience in customer service, experience management, claims operations, or data analysis, preferably in the insurance or insurtech industry.
Skills:
- Strong analytical skills with the ability to interpret data and drive strategic decisions.
- Proficiency in data analysis tools (e.g., Excel, SQL, Tableau) to analyze complex datasets.
- Excellent communication and interpersonal skills to effectively manage teams and collaborate across departments.
- Problem-solving skills to handle escalations and improve processes.
- Leadership experience with a track record of managing cross-functional teams.
- Familiarity with customer experience best practices, claims management processes, and data analytics methodologies.
- Understanding of relevant industry regulations and compliance requirements.
- Customer-focused mindset with a commitment to continuous improvement.
- Ability to motivate and develop team members, fostering a positive and productive work environment.