Version: 1.1
Updated on: 04/06/2023
Job Title
TM
Report to (Job Title)
SDM/SSDM
Department
Operations-Technical Lead
Direct Reports (Job Title)
NA
Division
Insurance
Location
Pune
To Supervise and handle a team of Claims Handlers in the best interests of the company, by delivering a high quality cost effective claims service to customers and contribute to the delivery of the claims business goals, within claims handling authorities
As a global insurance brokerage, Gallagher seeks to provide the best service to its customers. The Gallagher Service Center is a crucial component of our ability to provide industry-leading quality and customer service, helping our global teams serve our end customers better, meet regulatory requirements and improve speed to market.
The Gallagher Service Center (GSC) supports various divisions of Gallagher, providing premier service to our customers around the globe. The GSC has grown into a team of more than 6,000 employees across five locations Kolhapur, Shimoga, Bengaluru, Pune and Mumbai, providing reliable, fast and high-quality support to field staff.
Working at the GSC gives you the opportunity to join a growing global organization. We offer our employees an unmatched professional environment to use their skills, improve their knowledge and deliver tangible results.
At Gallagher, we want to empower you to make a difference, take control and make an impact. Gallagher believes that all persons are entitled to equality in our employment opportunities.
IV. Primary Responsibilities
- This position will serve as a key member of the Claims Handling COE of Gallagher Service Center LLP.
- Ensure the smooth functioning of technical operations, monitor and evaluate staff progress, assist with training , set goals, and ensure overall client satisfaction.
- Supervise a small number of adjusters and may carry an individual case load based on business needs.
- Actively manage work allocation, assigned adjusters workloads, query resolution and delivery of key SLAs. Well versed with Operational terms and people management.
- Report key claims handling metrics using dashboards & scorecard to evaluate performance and trends and drive process improvements
- Review work of others via file reviews; identify coaching opportunities and act on needed coaching opportunities
- Identify performance and behavioral issues and work with staff and management to address and correct them.
- Communicate with stakeolders in a professional, positive and proactive manner. Work collaboratively with all external and internal departments.
- Assist with any new transitions, able to map workflows and create Standard Operating Procedures. Ensure compliance to all process essential documents.
- Skills and Competencies
- Should have sound end to end claims handling knowledge in any Line of Business / any geography (US, UK, ANZ or any other)
- Person must have prior end to end claims handling experience for 2+ years. Universally recognized claims or policy certification will be an added advantage
- Excellent interpersonal skills, including listening, verbal and written communication with the ability to communicate effectively
- Negotiation and settlement skills
- Able to build excellent relationships with internal and external customers.
- Numerate with the ability to present and analyze data
- Proactive approach
- Problem-solver
- Minimum Qualifications
Education
Major
Qualification-Any Graduate
Degree
Bachelor/ Master
Shift hours
Should be open to any shift( business requirement)
Work Experience
3+ years of end to end claims handling with atleast one year of managing a team of claim adjusters/handlers
