Asst. Manager(product & backend)

Key Responsibilities:

1. Team Leadership & Management:
• Lead and manage the Mobile Insurance Claims team, providing guidance and support to ensure efficient claims processing and smooth backend operations.
• Set clear goals and KPIs for the team, ensuring targets for claims processing, turnaround time, and customer satisfaction are met.
• Conduct regular performance reviews, provide feedback, and offer professional development opportunities to team members.
2. End-to-End Claims Process Management:
• Oversee the end-to-end mobile insurance claims process, ensuring that claims are processed accurately, on time, and in compliance with company policies.
• Ensure that claims are assessed in accordance with the insurance policy terms, conditions, and claims guidelines.
• Ensure the appropriate handling of claims-related documentation and data entry, maintaining accuracy in the claims management system.
3. Coordination with Insurance Companies:
• Act as the primary point of contact for insurance companies to facilitate the efficient processing and settlement of mobile insurance claims.
• Ensure smooth communication and collaboration with insurers, resolving any claims-related issues or discrepancies.
• Work closely with insurance providers to ensure claims are approved in a timely manner, adhering to agreed-upon service levels.
4. Coordination with Brokers:
• Manage relationships with brokers to ensure that claims documentation is complete, accurate, and submitted on time.
• Support brokers in resolving any issues related to claims submission or processing.
• Ensure brokers are updated on the status of claims and assist them in addressing customer inquiries or concerns.
5. Coordination with Individual Stores:
• Work closely with individual stores (retailers or service centers) involved in the claims process to manage mobile device inspections, repairs, or replacements.
• Ensure that stores adhere to company policies regarding claim documentation, device inspections, and timely reporting.
• Troubleshoot and resolve any operational issues or bottlenecks between stores and the claims team.
6. Claims Strategy & Process Improvement:
• Continuously assess and improve the mobile insurance claims process, identifying areas for optimization and efficiency improvements.
• Implement strategies to reduce claim turnaround time, enhance customer experience, and increase operational efficiency.
• Monitor claims trends, identify issues or delays, and implement corrective actions where necessary.
7. Data Management & Reporting:
• Oversee the maintenance and management of accurate claims data and documentation across systems.
• Ensure all claims data is correctly inputted and updated in the backend system for easy tracking and reporting.
• Provide regular reports on claims status, team performance, operational metrics, and any issues or challenges to senior management.
8. Customer Experience & Issue Resolution:
• Ensure that the customer experience throughout the claims process is smooth, transparent, and customer-centric.
• Manage escalated claims or complex customer inquiries to ensure quick resolution and customer satisfaction.
• Act as a liaison between customers, brokers, insurance companies, and stores to resolve any outstanding issues or concerns.
9. Compliance & Regulatory Oversight:
• Ensure compliance with relevant legal, regulatory, and company standards for mobile insurance claims.
• Maintain a high level of accuracy in documentation and claims processing, ensuring that all policies and procedures are followed.
• Stay up to date with industry regulations, insurance laws, and claims best practices.

Skills and Qualifications:

• Education: Bachelors degree in Business Administration, Insurance, Finance, or a related field (Master’s degree preferred).
• Experience:
• 5+ years of experience in insurance claims management, preferably in mobile insurance claims or similar backend operations.
• 2-3 years of experience in a managerial or leadership role, managing a team of claims processors or related staff.
• In-depth understanding of mobile insurance policies, claims processing, and coordination with insurance companies, brokers, and retail stores.
• Technical Skills:
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and claims management software or CRM tools.
• Experience with backend systems and database management.
• Knowledge of industry tools and software related to mobile insurance claims is a plus.
• Communication Skills:
• Excellent written and verbal communication skills with the ability to manage relationships with internal and external stakeholders.
• Strong negotiation and conflict resolution skills.
• Leadership & Management Skills:
• Proven ability to lead, manage, and motivate a team.
• Strong decision-making and problem-solving skills, with the ability to handle complex claims issues.
• Analytical Skills:
• Strong analytical skills to monitor performance metrics, identify trends, and implement improvements.
• Ability to interpret insurance policies, identify discrepancies, and make data-driven decisions.