# FBS Claims Operations Supervisor

**Company**: Capgemini
**Location**: Pune
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q1034621

**Apply**: https://jobs.workable.com/view/rGXcL5EBL6oB4N98imqZp9/hybrid-fbs-claims-operations-supervisor-in-pune-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_639a146d-502

## Description

This role is responsible for leading, managing and supporting assigned administrative team to effectively service internal and external customers. The supervisor will be responsible for continuous improvement of customer experience, business results, compliance, and employee development. They will monitor all aspects of team performance, including customer experience, work product quality and coordination, workload and inventory efficiency, attendance and compliance with established company and regulatory guidelines. The supervisor will also be responsible for individual employee development through regular performance reviews with improvement plans, skill coaching, progress tracking, feedback and discipline. They may be responsible for supervising inbound/outbound calls and for overseeing distribution of mail and other documents to appropriate individuals in the organization. The supervisor will interact with customers, vendors and other internal departments to investigate and resolve technical processing and financial transaction issues. They will address customer escalations and work to resolve them directly, or route to the appropriate contacts for resolution. The supervisor will evaluate reports, trends and results to identify and take action to improve business outcomes. They will create, update, and maintain operational reports as required. The supervisor may create and deliver presentations to immediate leadership team as well as key stakeholders in other business units. Presentations will include, but are not limited to, individual and team results, key performance indicators, root cause analysis of opportunities and next steps planning with implementation timeline. The supervisor will approve payment of bills for allocated adjustments expense within designated authority.

The ideal candidate will have excellent communication skills, leadership skills, team management skills, and experience working in a claims operations environment. They will be able to analyze data, identify trends, and develop solutions to improve business outcomes. The supervisor will be able to work independently and as part of a team, and will be able to prioritize tasks and manage multiple projects simultaneously.

Key responsibilities:

- Lead and manage a team of administrative staff to effectively service internal and external customers

- Monitor and improve team performance, including customer experience, work product quality and coordination, workload and inventory efficiency, attendance and compliance with established company and regulatory guidelines

- Develop and implement individual employee development plans, including regular performance reviews, skill coaching, progress tracking, feedback and discipline

- Supervise inbound/outbound calls and oversee distribution of mail and other documents to appropriate individuals in the organization

- Investigate and resolve technical processing and financial transaction issues

- Address customer escalations and work to resolve them directly, or route to the appropriate contacts for resolution

- Evaluate reports, trends and results to identify and take action to improve business outcomes

- Create, update, and maintain operational reports as required

- Create and deliver presentations to immediate leadership team as well as key stakeholders in other business units

- Approve payment of bills for allocated adjustments expense within designated authority

## Skills

### Required
- Good people leadership/team leadership
- Strong communication skills
- Change management or change champion
- Process improvement and operational efficiency (Lean & Six Sigma)
- Quality Management System (QMS)
- Process automation and optimization

### Nice to have
- Excellent written and verbal communication
- Problem solving and decision making skills
- Conflict resolution skills
- People management
- Listening skills
- Customer service skills

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Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/rGXcL5EBL6oB4N98imqZp9/hybrid-fbs-claims-operations-supervisor-in-pune-at-capgemini?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)