Senior Claims Manager

4 weeks ago

bangalore, India Navi Full time
About Navi
Navi is one of the fastest-growing financial services companies in India providing Personal & Home Loans, UPI, Insurance, Mutual Funds, and Gold. Navi's mission is to deliver digital-first financial products that are simple, accessible, and affordable. Drawing on our in-house AI/ML capabilities, technology, and product expertise, Navi is dedicated to building delightful customer experiences.
Founders: Sachin Bansal & Ankit Agarwal
Know what makes you a “Navi_ite” :
1.Perseverance, Passion and Commitment
• Passionate about Navi’s mission and vision
• Demonstrates dedication, perseverance and high ownership
• Goes above and beyond by taking on additional responsibilities
2.Obsession with high quality results
• Consistently creates value for the customers and stakeholders through high quality outcomes
• Ensuring excellence in all aspects of work
• Efficiently manages time, prioritizes tasks, and achieves higher standards
3.Resilience and Adaptability
• Adapts quickly to new roles, responsibilities, and changing circumstances, showing resilience and agility
How will you make an impact in this role?
As a Claims Senior Manager for the Relationship Management team, you will lead the customer facing team of strong individuals working for Navi Health Insurance Claims.. Your role is critical in keeping Navi ahead of the competition by delivering differentiated, unparalleled customer experience. You will work closely with highly competent stakeholders such as doctors, field investigators, network hospitals and leading business teams, every day.
Your team is required not only to hand hold the customer with friendly, end-to-end support through their journey with Navi but also to contribute towards the claims processing. The level of trust your customer places in your team, serves as a measure of the daily impact you make.
What would your role at Navi look like?
The role will be part of the Health Insurance Claims team at Navi and will be responsible for the following -
1. People Management - Guide and lead the team of highly talented young individuals to deliver excellence
2. Customer Management - Assure management and resolution of all the customer issues to deliver a wow experience. Proactively drive your customers through claim journey, helping them at all the touchpoints with necessary clarifications
3. Be the customer voice - Be the singular voice of your customer in Navi, taking complete and empathetic ownership of customer asks
4. Stakeholder Management - Collaborate closely with team of doctors, field investigators, network hospitals and business teams to deliver and solve for your customer
5. Quality Assurance - Assure excellence in the quality of the work delivered through regular reviews and audits
6. Reporting - Create weekly/monthly reports to track claim and team performance
7. KRAs - Contribute to Navi to keep its competitive edge through fast turnarounds and right decisioning for your genuine customers.
What are some good skills required for this role?
We are seeking candidates who are passionate, empathetic, and dedicated to creating meaningful change. To be a part of our team, you should:
1. Leadership - Actively working towards leading by example
2. Bias for action - Actively drive progress as a self-starter in our dynamic environment
3. Proactiveness - Adopt a proactive approach to anticipate and address challenges
4. Customer centricity - Passionately solve for the customer’s stated and unstated concerns
5. Problem-first approach - Develop clarity on the underlying problems first for right decision making
6. Strong Communication Skills - Be an effective and clear communicator, particularly in English, Hindi
7. Flexibility - Be willing to work flexible shifts as per business requirement, ensuring uninterrupted customer support

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