About Volaron Tech (a subsidiary of Tripjack)

Volaron Tech is a fast-growing, PE-backed company building cutting-edge products in the insurance and value-added services space. We are proud to be a subsidiary of TripJack, Indias leading B2B online travel platform, making us part of the dynamic and high-growth travel industry. Our leadership team brings rich experience from top global organizations like Citi, PhonePe, HDFC Bank, Aviva, Bain etc.

At Volaron, we’re building innovative solutions with a young and passionate team based in a vibrant co-working space in Mumbai’s western suburbs. If you’re looking to be part of a high-energy environment with exciting growth opportunities, we’d love to connect!

Role: Head - Travel Insurance Claims

Location: Mumbai ( Goregaon )

Experience:6-10 years

Education: Graduation Degree, preferably MBA from Tier I/II B-School

Key Responsibilities

- Team &
- People Management

- Lead, coach, and manage the Claims Support team to ensure consistent performance and service quality.

- Allocate claims effectively across the team and ensure optimal workload distribution.

- Monitor individual and team KPIs such as TAT, accuracy, closure rate, and customer satisfaction.

- Conduct regular performance reviews, feedback sessions, and training interventions.

- Act as the first escalation point for team members on complex or sensitive claims.

- Claims Operations

- Own end-to-end claim lifecycle governance across the team, from intimation, documentation, processing, approval/rejection, and closure.

- Ensure all claims are registered accurately with insurance companies and TPAs as per defined SLAs.

- Review documentation quality and ensure compliance with insurer-specific requirements.

- Proactively track aging claims and drive follow-ups to prevent delays.

- Handle high-value, critical, or escalated claims directly when required.

- Lead, coach, and manage the Claims Support team to ensure consistent performance and service quality.

- Stakeholder &

- Escalation Management





- Serve as the primary escalation interface with TPAs and insurance companies for unresolved or delayed claims.

- Maintain strong working relationships with insurer and TPA teams to improve turnaround and issue resolution.

- Coordinate with internal sales, operations, and relationship teams to ensure alignment and timely communication.

- Ensure timely and accurate communication to travel agents/customers in case of exceptions or delays.

- MIS, Reporting &

- Compliance

- Review and publish daily/weekly/monthly MIS on claim volumes, TAT, pendency, rejection trends, and escalations.

- Ensure accurate documentation and record maintenance to support audits and compliance requirements.

- Analyze data to identify recurring issues, bottlenecks, and insurer/TPA-related challenges.

- Process Improvement

- Drive continuous process improvements to enhance efficiency, reduce claim TATs, and minimize errors.

- Implement standard operating procedures (SOPs), checklists, and quality benchmarks for the team.

- Collaborate with leadership to implement automation or system enhancements where applicable.

- Ensure adherence to regulatory, insurer, and internal compliance standards.

- Business Process Transformation (Claims &

- Customer Service)

- Act as the transformation lead for Claims and Customer Service, defining the target operating model, multi-year roadmap and measurable outcomes (TAT, cost per claim, first-contact resolution, NPS/CSAT).

- Map current-state (as-is) processes end to end, identify pain points, hand-offs and redundancies, and design simplified, scalable future-state (to-be) processes.

- Partner with Product and Tech teams to digitise the claims journey, including online claim intimation, document upload, real-time status tracking, and API integrations with insurers and TPAs.





- Identify and drive automation and AI opportunities such as chatbots, auto-acknowledgements and proactive status notifications to travel agents and customers.

- Build a Voice of Customer framework using feedback, complaint and rejection analysis to address root causes and reduce repeat escalations.

- Define and track transformation KPIs, build business cases for current initiatives, and present progress and impact to senior leadership.

- Benchmark against industry best practices and introduce frameworks such as Lean, Six Sigma or Kaizen to build a culture of continuous improvement.

What We're Looking For

- Qualifications and Experience required:

- 10 years of robust experience in Insurance claims, preferably with a reputed insurance company, TPA or insurance broker.

- Minimum 2–4 years of experience managing claims teams or operations.

- Familiarity with insurer/TPA portals and claims submission procedures.

- Proven track record of leading business process transformation, automation or digitisation initiatives in claims, operations or customer service
- Lean / Six Sigma certification preferred.

- Graduation Degree, preferably MBA from Tier I/II B-School

- Key competencies for the role:

- A customer-focused mindset with a high degree of empathy and professionalism in all interactions.

- Demonstrated commitment to customer centricity, ensuring a smooth, transparent, and supportive claims experience for travel agents and their customers.

- Strong negotiation, communication, and stakeholder management skills.

- High resilience and comfort with ambiguity in a dynamic start-up ecosystem.

- Transformation mindset with the ability to challenge the status quo, think in terms of systems and customer journeys, and turn strategy into execution.

- Strong analytical and problem-solving skills, with comfort working alongside Product and Tech teams on requirements, process flows and user acceptance testing.

- Ability to engage and transact with senior internal and external stakeholders.

📌 Head - Travel Insurance Claims (Mumbai)
🏢 Trip Jack
📍 Mumbai