- Lead and manage a team of insurance claim investigators and analysts.
- Allocate and monitor claim investigation cases to ensure timely completion.
- Ensure adherence to client SLAs, turnaround time (TAT), and quality standards.
- Review investigation reports for accuracy, completeness, and compliance before submission.
- Coordinate with insurance companies, clients, and internal teams to resolve claim-related queries and escalations.
- Monitor team productivity, quality, and operational performance through regular reviews.
- Ensure compliance with company policies, client guidelines, data privacy, and confidentiality standards.
- Identify process improvement opportunities to enhance efficiency and service quality.
- Work closely with field investigators and quality teams to ensure seamless claim processing.
- Maintain solid client relationships by providing timely updates and ensuring customer satisfaction