Sr. operations manager Claim & Customer service

* Spearhead claims operations, driving timely and accurate claim processing through strategic leadership and team management. * Architect end-to-end claims lifecycle management, encompassing registration, assessment, approval, and settlement, to ensure seamless execution. * Drive service excellence by monitoring claims turnaround time and adherence to service level agreements, ensuring customer satisfaction and loyalty. * Tackle complex, high-value, or escalated claims cases, leveraging expertise and analytical skills to resolve issues efficiently. * Supervise customer-facing teams, providing guidance on claim-related inquiries and complaints to deliver exceptional customer experiences. * Develop and execute customer-centric strategies, fostering a culture of satisfaction and loyalty through continuous improvement and feedback. * Ensure regulatory compliance, adhering to company policies, industry standards, and legal requirements to mitigate risk and maintain integrity. * Collaborate with cross-functional teams, including underwriting, finance, and legal, to resolve claims issues and drive business outcomes. * Analyze claims data, identifying trends, risks, and opportunities for process improvement, and generate actionable insights to inform strategic decisions. * Establish and track key performance indicators (KPIs) for claims and customer service teams, driving performance optimization and excellence. * Mentor and train team members, enhancing their skills and knowledge to deliver exceptional service quality and drive business results. * Champion process improvements and digital initiatives, streamlining claims operations and leveraging technology to drive efficiency and innovation. * Leverage 10+ years of experience in claims management and customer service operations, with a minimum of 5 years in a leadership role, to drive strategic growth and excellence. * Apply industry expertise, preferably in insurance, healthcare claims, financial services, or related sectors, to navigate complex claims landscapes and drive business outcomes. * Demonstrate strong leadership, customer service, and analytical skills, with the ability to manage high-pressure situations, negotiate effectively, and drive results in a fast-paced environment.