Cluster Manager - Marine Claims

Team Management & Operations

• Supervise and guide a team of claims executives handling commercial lines claims.
• Allocate workloads, set priorities, and ensure adherence to service level timelines.
• Review claim files for accuracy, completeness, and compliance with internal and regulatory standards.
• Conduct regular team meetings and performance reviews.

2. Claims Handling & Support

• Oversee the end-to-end claim process — from notification to settlement — ensuring timely communication and fair resolution.
• Liaise with insurers, surveyors, and clients to ensure smooth claim progression.
• Support team members in complex or high-value claims.
• Ensure prompt registration, documentation, and follow-up for all reported claims.

3. Client Servicing

• Serve as an escalation point for client queries or disputes.
• Provide technical guidance to clients regarding claim procedures and documentation requirements.
• Maintain strong relationships with key corporate clients and ensure client satisfaction through proactive communication and problem resolution.

4. Compliance & Reporting

• Ensure adherence to IRDAI and internal audit requirements.
• Maintain records and documentation for audit and compliance purposes.
• Generate periodic MIS reports and provide claim analytics to management.
• Identify process improvements and implement best practices in claims management.

5. Training & Development

• Train and mentor junior team members on claims processes and customer service excellence.
• Conduct knowledge-sharing sessions on new insurance products, claim trends, and policy wordings.