job description
Join Petsure Services Inc. as an Operations Manager - Claims and lead a high-impact team in transforming claims processing for the insurance industry. Based in the vibrant hub of Canggu, Bali, this strategic leadership role offers the opportunity to drive operational excellence, inspire cross-functional teams, and deliver exceptional customer outcomes in a dynamic, fast-paced environment.
As a key player in our Insurance & Superannuation division, you will oversee end-to-end claims operations, ensuring efficiency, compliance, and customer satisfaction. This role is perfect for a visionary leader with a passion for process optimization, team development, and leveraging technology to enhance service delivery.
At Petsure, we value innovation, integrity, and a customer-centric approach. If you thrive in a collaborative culture that empowers you to make a tangible difference, this is your chance to shape the future of claims management in Southeast Asia’s growing insurance sector.
Responsibility
- Lead and mentor a high-performing claims team to ensure timely, accurate, and compliant processing of insurance claims.
- Develop and implement strategic initiatives to streamline claims workflows, reduce turnaround times, and enhance operational efficiency.
- Collaborate with cross-functional departments (Underwriting, Customer Service, Finance) to align claims processes with business objectives.
- Monitor KPIs, analyze performance metrics, and present data-driven insights to senior leadership for continuous improvement.
- Ensure adherence to regulatory requirements, company policies, and industry best practices in all claims-related activities.
- Drive digital transformation by evaluating and integrating new technologies (e.g., AI, automation) to optimize claims management.
- Resolve escalated claims issues and complex customer inquiries with a focus on fair and empathetic solutions.
- Foster a culture of accountability, professional development, and customer excellence within the team.
Qualifications
- Bachelor’s degree in Business Administration, Finance, Insurance, or a related field. Master’s degree or professional certifications (e.g., CPCU, ARM) is a plus.
- Minimum of 5+ years of progressive experience in claims management, with at least 3 years in a leadership role within the insurance industry.
- Proven track record of improving operational efficiency, reducing costs, and enhancing customer satisfaction in claims processing.
- Strong knowledge of insurance regulations, compliance standards, and claims adjudication processes.
- Exceptional leadership, communication, and stakeholder management skills to influence at all organizational levels.
- Proficiency in claims management software (e.g., Guidewire, Duck Creek) and advanced Excel/analytics tools.
- Ability to work in a fast-paced, multicultural environment with a focus on collaboration and results.
- Fluency in English; additional proficiency in Indonesian (Bahasa) is advantageous.