Team Leader Claims Operations

The position-holder is responsible for leading a team of Claims Examiners and Analysts (8-15 people). Duties include the management of the daily workflow, delivery of high-quality work to set deadlines, people management and leadership, drive improvement of processes where appropriate including transition opportunities. Responsibilities also include monitoring and achievement of Key Performance Indicators as well as active and regular communication with internal and external clients and stakeholders

Management:
• Ensures efficient use of resources by coaching, monitoring and assigning the work to team members and manages workload. Sets targets and monitors team progress. Ensures high quality and fulfillment of tasks within given deadlines.
• Reporting and development of team performance according to steering indicators (Key performance indicators).
• Assures quality and risk management activities.
• Makes significant contributions to the internal and external process improvements and works on constant building of relevant knowledge.
• Participates in project work and special tasks.
• Considers strategic needs and plans accordingly, identifies transition opportunities and supports the transition process.
• Authorizes payments and special transactions as needed.

Leadership:
• Hires, motivates, establishes employee development plans and manages performance through regular communication as well as the formal performance appraisal process.
• Ensures robust, flexible and sustainable team structure.
• Active change management.
• Identifies training needs for the team members.

Client relationships:
• Actively pursues relationships with clients through frequent verbal and written interactions and occasional client visits.
• Directs team members and coordinates with other functional areas to address client issues that cannot be resolved within the team.
• Assures professional communication with stakeholders / clients, ensures professional service provision and builds-up a strong professional network with other locations.
• Solves ad-hoc daily business issues together with employees and others.