Team Lead

Lead with Precision, Deliver with Impact – Be the driving force behind operational excellence at Smartsourcing, a 4-Time Best Company to Work For

Hi We're Smartsourcing, and we're looking for a full-time, onsite Team Lead – Operations Support Specialist (Claims & Logistics) to keep a high-performing team running at full speed. You'll oversee claims, recoveries, and logistics workflows, mentor your crew, and ensure every detail meets our gold standard for service. Here, your leadership will shape processes, boost performance, and set the pace for operational excellence.

Where? JEG Tower, Archbishop Reyes, Corner Acacia St., Barangay Kamputhaw, Cebu City, 6000 CebuThe Team Lead – Operations Support Specialist (Claims & Logistics) is responsible for overseeing the day-to-day operations of the Claims & Logistics support team. This role ensures the delivery of high-quality service across claims processing, recoveries, and logistics workflows. The Team Lead acts as a key liaison between team members, management, and stakeholders, driving performance, compliance, and continuous improvement. They play a pivotal role in mentoring staff, managing workload distribution, and ensuring operational excellence.

Key Responsibilities

Team Leadership & Oversight

• Supervise and support a team of Operations Support Specialists across Claims, Recoveries, and Logistics functions.
• Allocate tasks and monitor workload to ensure balanced distribution and timely completion.
• Conduct regular team huddles, performance check-ins, and coaching sessions.
• Foster a collaborative and accountable team culture focused on service excellence.

Operational Management

• Oversee the processing of Non-Fault claims, Caspar requests, Rego chases, and POE documentation.
• Ensure accuracy and timeliness in Recoveries assessments, legal checklist reviews, and outbound settlement activities.
• Monitor logistics workflows including Collection Notes, On Hire requests, Post Hire QA, and Manila Task List resolution.
• Track and report on TPD success rates, delivery confirmations, and file handler changes.

Quality & Compliance

• Ensure adherence to internal SLAs, regulatory standards, and documentation protocols.
• Conduct quality audits and escalate discrepancies or risks to the Operations Manager.
• Support training initiatives and ensure team members remain up-to-date with process changes and compliance requirements.

Stakeholder Engagement

• Act as a point of contact for internal departments and external partners regarding claims and logistics queries.
• Facilitate smooth communication between team members and stakeholders to resolve issues efficiently.

Reporting & Continuous Improvement

• Generate and analyze performance reports to identify trends, gaps, and opportunities.
• Recommend and implement process improvements to enhance team productivity and reduce backlog volumes.
• Contribute to strategic planning and operational reviews with leadership.

Requirements
Key Skills & Competencies

• Proven leadership and team management capabilities.
• Strong organizational and multitasking skills.
• High attention to detail and commitment to accuracy.
• Excellent communication and interpersonal skills.
• Proficiency in case management systems, Microsoft Office Suite, and workflow tools.
• Analytical mindset with a proactive approach to problem-solving.
• Ability to thrive in a fast-paced, high-volume environment.

Qualifications & Experience

• Minimum 3 years of experience in claims, recoveries, or logistics operations within insurance or legal services.
• Prior experience in a supervisory or team lead role preferred.
• Familiarity with compliance, data handling, and legal documentation processes.
• Training in leadership, coaching, or operational excellence is an advantage.

Benefits

Step Into the Smartsourcing Experience

Smartsourcing was created with one mission: to change lives. We're here to ensure that businesses flourish and, just as importantly, that every member of the crew is inspired, supported, and set up to thrive. For the fourth year running, we've been recognized as one of HR Asia's Best Companies to Work For. This award isn't just a title—it's a testament to our commitment to making Smartsourcing an incredible place to build a career.Why You'll Love Working Here

At Smartsourcing, we believe the best work comes from people who feel seen, heard, and valued. That's why we're all about fostering an environment where you can be your true self. We take pride in being certified as a Great Place to Work, because we know that when you love where you work, extraordinary things happen. Here's just a glimpse of what we offer:

• Fixed weekends off

• 5-day Christmas Leave

• HMO coverage for you and your dependent/s from Day 1 of employment

• Group life insurance from Day 1 of employment

• Free lunch + soft breakfast every day

• Free coffee every day (latte, americano, or cappuccino) made by our in-house barista

• For the night shifters, additional NIGHT DIFF

• Sports wellness clubs including hiking and free-diving

• Subsidised gym membership at Anytime Fitness

• Engagement bonuses

• Over-the-top monthly, quarterly, and annual performance bonuses

• Exclusive discounts in selected restaurants and merchants

• Themed BFFs, monthly knockoffs, summer parties

• Community give-back programs and personal development workshops

• And so much more

We're not just another outsourcing company. We're building something that actually matters here – a place where good work meets good culture.

Set the pace, raise the bar, and keep us moving forward. Join Smartsourcing as a Team Lead.

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