Claims Team Lead
1 week ago
Role: Claims Team Lead - US Auto Property Damage
About Visaya KPO:
Visaya Knowledge Process Outsourcing Corporation is a proudly Filipino organization recognized globally for service excellence, innovation, and a culture of malasakit. We are committed to building long-term partnerships through quality, reliability, and a people-first approach.
Role Overview:
We are seeking a results-driven Claims Team Lead - Auto Property Damage to lead a Philippines-based service delivery team supporting Claims Concierge. This role is responsible for managing day-to-day operations, ensuring consistent achievement of service levels, driving performance stability, and delivering a high-quality client experience across all active property damage claims.
Key Responsibilities:
Service Delivery & SLA Execution
- Own daily execution to ensure SLA targets are met or exceeded.
- Run daily operating cadence, including backlog management, aging review, and workload prioritization.
- Triage escalations and ensure timely corrective actions and resolution follow-through.
People Leadership & Performance Management
- Coach, mentor, and manage Property Damage Coordinators through regular feedback and performance reviews.
- Execute performance improvement plans (PIPs) and collaborate with QA to address quality gaps.
- Foster a culture of accountability, ownership, and continuous improvement.
Workforce Execution (Attendance & Coverage)
- Monitor schedule adherence, attendance, and staffing coverage.
- Identify resourcing risks and partner with Operations and HR on mitigation plans.
- Maintain team stability and support attrition management goals.
Client Communication & Stakeholder Management
- Maintain proactive and transparent communication with internal leadership and client stakeholders.
- Provide timely updates on risks, escalations, SLA performance, and recovery actions.
- Serve as the primary escalation point for operational and service-related concerns.
Process Excellence & Continuous Improvement
- Maintain and update SOPs, workflows, and FAQs.
- Analyze performance trends and operational data to identify process gaps and improvement opportunities.
- Recommend and support operational enhancements to improve efficiency, quality, and client satisfaction.
Qualifications:
- 3-5 years of experience in claims management, insurance operations, or service delivery roles, Auto Property experience required.
- At least 1-2 years of experience in a team lead or supervisory role supporting claims or customer-facing operations.
- Strong understanding of auto property damage claims workflows.
- Proven ability to manage SLAs, KPIs, and team performance in a fast-paced environment.
- Excellent communication, coaching, and stakeholder management skills.
- Highly organized with strong problem-solving and decision-making abilities.
- Comfortable working with CRM systems and operational dashboards.
Perks and Benefits:
- HMO coverage after 30 days (with option to add dependents)
- Retirement Benefits
- 24 Leave Credits per year (convertible to cash)
- Wholistic Employee Wellness Program
- Leadership development and career growth opportunities
Why Join Visaya KPO?
- Be part of a multi-awarded, 100% Filipino-owned company recognized for operational excellence.
- Lead a high-impact team supporting a specialized U.S. insurance services program.
- Work in a culture that values accountability, collaboration, and long-term partnerships.
Visaya KPO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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