Back Office Manager at Enhance Consulting

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:

• 5 to 10 years

Desired Qualification Level:

• Degree

About The Employer:

Enhance Consulting