Senior Manager, A&H Claims and Customer Service
Skills
- Deep knowledge of travel and A&H insurance products and regulations.
- Proven experience managing complex claims and escalations with empathy and professionalism.
- Experience managing BPO/TPA relationships globally.
- Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and data analytics/reporting tools.
- Strong leadership, coaching, and team development skills.
Responsibilities
- Act as SME for INF travel insurance policies; train and support customer service and broker partners.
- Manage and coach Customer Service team (including third-party agencies) and mentor Team Leads.
- Own escalation management and deliver expert-level resolution for complex claims and policy issues.
- Manage relationship and performance of Travel Insurance TPA (Robin Assist) and other external partners.
- Develop, document, and standardize SOPs; ensure compliance with regulatory and quality standards.
- Build and maintain reporting/KPIs, analyze trends, and deliver actionable operational insights.
- Oversee CRM implementation/management and ensure data integrity and reporting frameworks.
- Collaborate cross-functionally with Product, Tech, Compliance, and Process Excellence teams.
- Support budgeting and P&L inputs; optimize workflows and capacity planning.
Education
- Bachelor’s degree in related field required
Benefits
- Employee Ownership Program
- Comprehensive medical, dental, and vision insurance
- 401(k) plan with company match
- Paid time off and 11 company-paid holidays
- Work-from-home reimbursement
- Short-term disability and life/AD&D insurance
- Health Savings Account with company contribution
- Employee Assistance Program and voluntary supplemental benefits
- Professional development opportunities and referral programs
- Bonus pay component (details during hiring process)
Average salary estimate
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