Insurance claims team leadAirtasker

The achievement of Airtasker's mission relies on high performance from teams and individuals against identified strategic goals. We are looking for an Insurance Claims Team Lead to ensure the delivery of timely and quality customer service to our users in insurance, dispute, and general queries. Acting as the technical and people manager of a team of high performing AirSupport Advocates, Team Leads are responsible for delivering an excellent customer service experience and implementing community guidelines that maximise Airtasker's user engagement and retention, balancing both our financial and legal risk.
Who we are:
At Airtasker, we are reimagining the future of work by empowering people to realise the full value of their skills. We are a global marketplace for local services. We create jobs and help people all around the world get more done. We are inspired every day by the people who make their livelihood on the Airtasker platform. We've spent the last year on a journey of growth and transformation - building on our strong presence in Australia by planting our flag in the UK, Ireland, New Zealand, and Singapore and progressing on our vision for the local services economy. We are 4.1 million users strong, with over $370M of job opportunities created this year in Australia and overseas. We're making huge strides and we need your help as we accelerate in achieving our mission!
What you'll do:
Manages the day to day operations of their team by monitoring and reporting team performance, as well as setting goals and priorities to optimise processes and outcomes
Responsible for setting and guiding their team to achieve their OKRs
Creates an inspiring, positive environment that fosters open communication and feedback culture by coaching and training team members to empower high performers, motivate high potentials and provide feedback and support to low performers
Able to technically guide and be the first point of contact for their team's ticket escalations and problems (i.e. insurance and disputes, and trust and safety issues) and ensure legal and regulatory requirements are met
Owns the recovery of insurance excess and claims payouts, including actual collections and reporting recoveries rate in any given period Responsible for approving payments such as claims payout and insurance excesses and keeping track of the payouts budget
Responsible for optimising self service through improving the internal and external knowledge base, usage of bots
What it takes to be successful in this role:
Strong knowledge of customer service principles including metrics and tools with the ability to apply them proactively
Sound understanding of the local regulatory frameworks related to consumer matters and matters specific to their team
Strong understanding of the fundamentals of insurance claims handling
Strong understanding of the dispute and conflict resolution process
Able to 'own' the process of insurance claims from start to finish, including gathering evidence, assessing evidence, liaising with insurance companies, making decisions and communicating outcomes to customers.
Ability to read and understand an insurance policy
Ability to effectively manage, coach and train a team of advocates Ability to conduct reporting, draw insight, and make data-informed decisions
Ability to 'free hand' write a logical and well structured email and able to use the appropriate tone to build trust with the users
Ability to comprehend the user's main and underlying problems, perform thorough investigation, and identify the best solution to resolve the issue
Well developed project management skills and ability to think commercially (big picture thinking)Ability to exercise high level judgement and awareness of the business impact, balancing financial and legal risks against the cost of paying out.
Ability to handle complex issues and high value claims in a way that optimises the outcome for both Airtasker and the user
Strong sense of judgment to make decisions within their teams
Acts and communicates proactively and independently
Results-oriented Attention to detail
Eagerness to help others learn and grow Passionate about customer support and the user experience
Be an advocate of Airtasker values
What you'll love:
Autonomy and empowerment to fully maximise the impact of your skills
Competitive salary
HMO from the first day of employment with 1 free dependent after 6 months.
A culture focused on "People Matter" - from social initiatives and thoughtful rewards, to a dedicated budget focused on creating "good vibes", to the funding of mental health support through counselling services Relax, recharge, unplug -- our Wednesday & Friday 'Ask Me Anything' sessions are legendary and we have regular company wide social events.
Possibility for a trip to Sydney to meet the stakeholders -- fancy a trip to the opera?
Airtasker

Manila City, Metro Manila
Permanent
Full-time