Website:
crystalpeak.co.in
Job details:
Position Overview Role: Lead the establishment and operations of a strategic Claims Support Center in Noida, driving 24/7 excellence in claims processing support for global BI/PD adjusters. This is a leadership role requiring a seasoned professional to build, mentor, and scale a high performance team from ground up.
Location: Delhi NCR (Noida), India
Key Responsibilities
Strategic Leadership:
• Establish and operationalize the Claims Support Center within 90 days
• Develop comprehensive operational procedures, quality standards, and performance metrics
• Design and implement 24/7 shift operations including night shift (6 PM - 3 AM IST)
• Create scalable processes to support global adjuster teams across multiple time zones Claims Process & Workflow Management
• Ability to design, document, and continuously improve end-to-end claims workflows (FNOL to closure) to improve speed, quality, and cost.
• Ability to define standard operating procedures (SOPs) and ensure adjusters and operations teams adhere to them.
• Ability to monitor claims inventory and workload distribution, and recommend actions to balance capacity and meet SLAs.
• Ability to identify bottlenecks or failure points in claims handling and propose practical process fixes. Core Analytical & Problem-Solving Skills
• Strong ability to analyze claim patterns, exceptions, and outliers to detect potential fraud, leakage, or process gaps.
Experience & Education
• Minimum 14+ years in claims management with proven leadership experience
• Bachelor's/Masters degree in Business, Finance, Insurance, or related field
• Essential: Hands-on experience with BI (Bodily Injury) and PD (Property Damage) claims Technical Expertise
• Proficiency in claims management systems
• Advanced knowledge of insurance regulations and compliance requirements
• Strong understanding of investigation procedures and documentation standards
• Experience with process automation and workflow optimization Leadership Competencies
• Proven track record of building high-performance teams from scratch
• Strong change management and organizational development skills
• Experience managing 24/7 operations and shift scheduling
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