This role is pivotal in leading a team of Claims Consultants, Claims Service Consultants, and Officers to deliver an outstanding claims experience, in line with TAL's claims philosophy, procedures, and risk management framework.
You will focus on delivering a market-leading customer experience while effectively managing risk and ensuring regulatory compliance. This will be achieved through strong operational discipline, portfolio management, stakeholder engagement, and building capability within the team. Additionally, you will handle escalated issues and customer complaints, ensuring outcomes that align with TAL's claims philosophy.
Key Responsibilities:
- Champion Process Improvement: Drive localized process enhancements and lead effective change management initiatives to embed improvements within the team, ensuring best practices in claims handling.
- Contribute to Strategic Projects: Support departmental and company-wide projects as required, ensuring alignment with TAL’s goals.
- Stay Informed: Keep up-to-date with life insurance guidelines, processes, and policy changes, ensuring our claims handling and service approach reflects industry best practices and TAL’s standards.
- Ad-hoc Duties: Perform other tasks as required to support the team and the business.
