Process Manager

Roles and responsibilities

• Manage and organize the team ensuring optimum deployment of resources & reporting to the Headquarters
• Devise and implement claims cost control strategies, liaising where necessary with other relevant parts of the business,
• Ensure that all existing operating service standards are consistently met and to devise strategies to improve these still further.
• Devise and obtain approval for manpower and resource plans which ensure continued delivery of agreed service standards as business increases;
• Develop and continually refine objective mechanisms to measure the productivity of individual members of the Department and to devise and implement strategies to increase this productivity.
• Enhance existing claims protocols and review and refine these in the light of experience;
• Continually review the Claims system functionality taking the lead role in identifying required improvements and to liaise as necessary with other relevant parts of the business to achieve these;
• Develop and implement strategies to continually enhance a strong customer focused culture within the Department, liaising with other relevant parts of the business as necessary;
• Ensure continuous learning and development by all department members and to identify training requirements and, in co-operation with other relevant parts of the business, to devise and implement strategies to address these needs;
• Develop and maintain good working relationships with all departments and support them according to their needs;
• Develop and maintain good working relationships with Assistance providers and other external suppliers;
• Develop and implement claims analysis protocols, liaising with other relevant parts of the business as necessary;
• Support actuarial and product development activities;
• Develop and maintain relationship with major clients, intermediaries and with the Company’s own sales and marketing personnel;
• Member of the claims Cost containment
• Responsibility for Health, Safety and Welfare within team (please refer to the Company’s Safety Statement for full list of responsibilities)

What you bring:

• Bachelor’s of Medicine (MBBS) / Nursing/Pharmacy
• 5+ years medical practical experience (reputable insurance provider, broker or a TPA experience a plus).
• At least 3-4 years Leadership skills.
• Knowledge of overall insurance industry practices is a plus.
• Legally permitted to work in the country of operations.
• Physically fit to carry out duties.
• Fluency in MS Office (Excel, Word, Outlook, PowerPoint) and general internet navigation and research skills.

Desired candidate profile

• Process Management Skills:

  • Strong understanding of process design, workflow management, and process optimization techniques.
  • Ability to assess processes, identify inefficiencies, and make improvements.

• Leadership and Team Management:

  • Strong supervisory skills, including the ability to manage and motivate a team.
  • Ability to delegate tasks effectively and manage team performance.

• Analytical and Problem-Solving Skills:

  • Ability to analyze data and trends, identify areas for improvement, and make data-driven decisions.
  • Strong problem-solving abilities, especially in identifying and addressing process bottlenecks.

• Communication Skills:

  • Excellent verbal and written communication skills to interact with team members, other departments, and senior management.
  • Ability to present data and process insights clearly and concisely.

• Attention to Detail:

  • Strong attention to detail to ensure that processes are followed correctly, and that quality standards are met.

• Project Management:

  • Familiarity with project management principles to oversee process improvement projects, manage timelines, and coordinate cross-functional teams.

• Change Management:

  • Experience with change management processes, ensuring smooth transitions when implementing new processes or changes to existing workflows.

• Technical Proficiency:

  • Familiarity with process management software and tools (e.g., Microsoft Excel, Tableau, Lean Management Software, or SAP).
  • Knowledge of process improvement methodologies such as Six Sigma, Lean, Kaizen, or Agile.