Description
As a Claims Supervisor, you will lead and manage an operational team for Health Care Claims operations responsible for delivering high-quality service and consistent performance.
You will oversee a team of frontline colleagues, typically 10–20 FTE, ensuring workloads are managed effectively, targets are met, and service standards are upheld.
Your responsibilities will include:
- Managing day-to-day activities to ensure productivity, quality, TAT, and customer satisfaction KPIs are achieved
- Allocating workload and monitoring capacity to maintain service levels
- Identifying risks, escalating issues proactively, and supporting mitigation actions
- Maintaining operational discipline, ensuring adherence to processes, controls, and standards
- Coaching, motivating, and developing team members to achieve their full potential
- Conducting regular 1:1s, performance reviews, and supporting performance improvement plans
- Promoting a positive team culture focused on engagement, collaboration, and continuous improvement
- Ensuring the team delivers a consistent, high-quality customer experience
- Monitoring customer impact metrics, complaints, and feedback to identify improvement opportunities
- Supporting initiatives aimed at improving service delivery and eliminating root cause issues
The ideal candidate will have:
- 5–8 years of total experience in BPO, Healthcare Operations, Customer Service, Claims, RCM, Back Office, or a relevant domain
- 2–4 years of people management experience leading teams of 10-25 employees
- Strong exposure to KPI management, quality, productivity, attendance, coaching, and stakeholder communication
- Experience working in customer-focused or service-driven roles
- Strong communication and people management skills
- Ability to motivate, support, and challenge individuals constructively
- Solid analytical and problem-solving skills, with proficiency in Excel and reporting tools
- Effective planning, organisation, and prioritisation skills
- Ability to remain calm, flexible, and resilient in dynamic environments
- Understanding of operational processes and customer service expectations