Highlights
- Fixed bonus and performance bonus
- Hybrid Working and remote teaming
- Work from Anywhere
- Equality Welfare & Benefit (LGBTQA+)
- Global online training modules to personalized learning journey
- International Opportunities for Career Growth
- Community Support with Employee well-being resource groups
Senior Manager – Claim Service Excellence
Reports to: Vice President, Claim & Healthcare Services
JOB SUMMARY
The Senior Manager / Assistant Vice President, Claim Service Excellence is responsible for driving customer and partner experience transformation through strategic partnership management, service governance, data-driven insights, and technology-enabled innovation.
This role serves as a strategic connector between customers, brokers, operations, and digital teams to identify service improvement opportunities, develop sustainable solutions, and strengthen the overall healthcare and claims ecosystem.
The position focuses on long-term service quality enhancement, preventive issue management, and customer-centric innovation rather than day-to-day claim operations.
KEY RESPONSIBILITIES
1. Partnership Management & Ecosystem Development (25%)
- Develop and maintain strategic relationships with brokers, corporate clients, and key external partners.
- Lead regular business reviews and service performance discussions with partners.
- Identify opportunities to strengthen collaboration and improve service delivery across the ecosystem.
- Drive joint improvement initiatives that enhance customer and partner experience.
2. Customer Experience & Service Development (25%)
- Lead customer experience enhancement initiatives across partners and claim service journeys.
- Identify customer pain points and service gaps through feedback, complaints, operational insights, and market best practices.
- Design and implement service improvement programs that increase customer satisfaction and loyalty.
- Champion customer-centric thinking across all claim service touchpoints.
3. Data Analytics & Insight-Driven Improvement (15%)
- Analyze customer, partner, and operational data to identify trends, risks, and improvement opportunities.
- Develop dashboards and management reporting to support decision-making.
- Translate data and customer insights into actionable initiatives and business recommendations.
- Promote evidence-based decision making within the organization.
4. Service Governance & Quality Management (20%)
- Establish and strengthen service governance frameworks across customer and partner service channels.
- Monitor service quality, customer feedback, SLA performance, audit observations, and regulatory requirements.
- Drive root-cause analysis and preventive action planning for recurring service issues.
- Partner with operational leaders to ensure sustainable improvements and continuous compliance.
5. Service Innovation & Digital Transformation (15%)
- Identify opportunities to leverage technology, automation, AI, and digital capabilities to improve service effectiveness and efficiency.
- Collaborate with business and technology teams to implement innovative customer solutions.
- Lead transformation projects related to service excellence.
- Monitor industry trends and emerging technologies to support future service strategies.
QUALIFICATIONS
Bachelor's Degree or higher in: Business Administration, Marketing or related fields.
7-10 years of experience in one or more of the following areas: Partnership Management, Customer Experience (CX), Customer Service Management, Service Excellence, Business Transformation, Strategic Planning, Marketing, Business Development or Insurance Operation.
Experience working in healthcare, insurance, financial services, hospitality, telecommunications, or service-oriented industries.
Experience in managing external stakeholders and driving cross-functional initiatives.
Insurance or claims experience is advantageous but not required.
