Senior Manager, A&H Claims and Customer Service

Bachelors Degree in a related field Minimum 8 years of progressive experience in insurance operations, claims, or customer service management, preferably with travel or health insurance products Minimum 3 years experience in managerial experience Experience with managing BPO arrangements on a global basis Exceptional leadership, team development, and coaching experience Demonstrated expertise in complex claims handling, policy administration, regulatory compliance, and escalation management Proficiency with CRM platforms, data analytics tools, and reporting frameworks Proven ability to collaborate cross-functionally—especially with Product, Tech, Compliance, and external partners (TPAs, brokers) Excellent communication, negotiation, and stakeholder management skills Agility, ownership, and focus to deliver high-impact results Proven expertise in travel insurance policies, coverage options, and regulatory compliance Demonstrated skill resolving complex customer and broker escalations Experience evaluating customer interactions, providing feedback, and coaching team members Strong ability to mentor, inspire, and develop Customer Service Leads and staff Expertise in documenting and managing standard operating procedures, tracking KPIs, and overseeing centralized processes Proficiency in CRM platforms (e.g., Salesforce, Zendesk) and digital customer service tools Advanced ability to analyze customer, claims, and operational data Track record of successfully partnering with product, technology, compliance, and process excellence teams Skilled at championing change, driving operational improvements, and adapting team strategies

Serve as a subject matter expert for travel insurance policies and plans. Train Customer Service Team on policy elements. Monitor customer feedback for product and service enhancements. Support broker partners and resolve escalations. Resolve complex escalations with empathy and expertise. Ensure effective communication channels and capture customer feedback. Evaluate customer interactions for quality assurance and provide coaching. Design and implement proactive service strategies. Lead, inspire, and motivate the Customer Service team. Mentor and develop Team Leads. Deliver reporting, prioritization, and execution of operational objectives. Build a collaborative, high-performance environment. Assess team resource capacity and support hiring. Foster a strong feedback culture. Collaborate with ISC’s CEC to ensure centralized operational procedures. Document and standardize core procedures and SOPs. Track team performance against KPIs. Analyze data to identify trends, risks, and areas for improvement. Oversee CRM implementation and management. Ensure adherence to quality assurance standards. Manage the relationship with INF’s TPA. Establish efficient and balanced workflows. Provide support and input to SVP budgeting process and P&L management. Collaborate with Product and Tech teams to troubleshoot platform issues. Support Process Excellence initiatives. Build reporting frameworks to measure performance, service consistency, and customer sentiment. Create scalable, data-driven processes.