About the position
ROLE PURPOSE
To lead and manage the efficient, accurate, and timely processing of travel insurance claims and related customer interactions. The role will ensure end-to-end service delivery across claims administration, policy queries, and customer correspondence, while ensuring optimal use of AOIM and EG systems, compliance with SLA/QA targets, and continuous improvement of back-office workflows.
KEY RESPONSIBILITIES
Operational Management
- Oversee daily operations in claims administration and back-office functions, ensuring tasks are allocated, tracked, and completed using AOIM work management software and EG.
- Monitor volumes, backlogs, and escalations to ensure consistent turnaround times and SLA adherence.
- Manage workload balancing and workforce availability in collaboration with the Workforce Planning and HR teams.
Team Leadership Support - Mentoring
- Support and Mentor operation and support managers to lead, coach, and develop a high-performing back-office team across claims and customer support tasks.
- Drive a performance culture through goal-setting, KPIs, and regular one-on-one feedback.
- Collaborate with HR on recruitment, onboarding, training, and retention strategies.
Quality & Compliance
- Ensure all claim files, policy admin tasks, and customer communications are completed to quality standards and in compliance with legal, and internal audit guidelines.
- Support internal audits and quality assurance reviews; implement corrective action where required.
- Champion compliance with organisations' conduct, risk management, and ethical standards.
Process & Systems
- Leverage AOIM and EG systems to manage workflow, monitor performance metrics, and extract reports for insight-driven decisions.
- Identify and implement opportunities for process automation, error reduction, and operational efficiency.
- Maintain documentation, SOPs, and job aids for core workflows.
Customer Experience
- Ensure that all customer and partner interactions managed through back-office channels are timely, professional, and aligned with brand expectations.
- Support complaint resolution processes and continuous service improvement initiatives.
- Collaborate with the Contact Centre and Claims Adjudication teams to ensure seamless front-to-back interaction handling.
REQUIRED EXPERIENCE AND SKILLS
Essential:
- 5+ years' experience in operations or back-office leadership within insurance or financial services.
- Demonstrated experience in claims administration or customer service environments.
- Strong working knowledge of AOIM, EG, or similar workflow/workload management tools.
- Strong analytical and reporting skills with experience using dashboards to drive performance.
- Excellent people management, coaching, and communication skills.
- Process-oriented with a continuous improvement mindset.
Desirable:
- Travel insurance experience.
- Lean Six Sigma Yellow Belt (or higher).
- Understanding of legal regulations as they apply to claims handling.
KEY PERFORMANCE INDICATORS
- SLA and TAT adherence for claims processing and customer communications.
- Backlog and exception reduction.
- Audit/QA scores and compliance rates.
- Team productivity and engagement.
- Reduction in complaints and rework rates.
- Effective use of AOIM/EG for performance tracking and reporting.
Desired Skills:
- Management
- Claims
- Insurance
- Customer Service
- Process Management
- Process Improvement
- Process Mapping
- Performance Management
- Analysis
- Data Analysis
- Reporting
- Coaching And Mentoring
Desired Work Experience:
About The Employer:
Enhance Consulting
is a full-service management consultancy which provides specialized consultancy services in the areas of business process consulting,organizational design, skills development and change management, with a particular focus on the implementation of projects aimed at significant value creation and business change.
