Senior Manager– Claim Service Excellence

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.

Education:
Bachelor’s Degree or higher in: Business Administration, Marketing or related fields.
Experience Required:
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.
Preferred:
- 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.