Claims Senior Supervisor

Job Description

The Position: GHB EU Admin & Member claim department have staff across 3 main locations: Scotland, Nairobi and Bangalore. This role is to manage Supervisors along with their teams across the Bangalore and Nairobi office, as this role is 1 of 2 Senior Supervisors you will be working closely with an already established Senior Supervisor based in Greenock, Scotland. Your role will be broader than the day-to-day management of the operations your agile, customer centric mind-set will ensure 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 GHB EU Admin & Member Claims. Main Duties/ Responsibilities of your Role: Motivate individuals and team collectively to achieve agreed productivity, turn-around-time, quality and 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 Build a strong partnership and collaborate closely with stakeholders Bring the Client to our teams 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 & Admin processes Use data insights to challenge day-to-day operations, and build a continuous improvement mind set Manage effective capacity plans, keeping oversight of staff level requirements. Proactively address and escalate any risks Capacity Plan involvement is critical along with contribution and execution 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 projects linked to GHB EU Claims & Admin with the support of subject matter experts Develop and maintain proactive business relationships, both internally and externally to ensure a seamless delivery of service 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 to achieving departmental and company-wide goals, business plans and strategies Instrumental in Employee Engagement and a one team approach Your Profile Minimum of three years experience leading large operations teams or other relevant experience in a Customer Operations function Experience with systems like Octopus, Salesforce, Knowledge Exchange Financial services or insurance experience is a plus Active language knowledge of at least English Experience in coaching, managing, developing and motivating individuals Proven data analytics skills (advanced Excel, Qlikview ...) 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 Competencies Manage ambiguity Balances stakeholders Organizational Savy Drives Engagement Build effective teams Tech savvy Global perspective Data driven.