Team Leader Claims Handling

Team Leader Claims Handling

Ayvens

Diegem, Belgium

As a Team Leader Claims Handling you will be responsible for the operational management and coaching of a team in charge of the analysis and processing of claims files opened by our drivers.

You will report directly to the Insurance Manager.

In close cooperation with your team, you realize the objectives and, if necessary, take action for adjustment. You will actively participate in the improvement of processes by updating procedures and reporting which will be used to steer the activity. As a team coach, you will support your colleagues by ensuring that they apply your recommendations. You also participate in projects and are partly responsible for the choice and optimisation of tools within your scope.

You maintain optimal coordination and organisation of activities within your team. You will be responsible for the quality of the service provided to our customers and will be in the front line to resolve sensitive cases and complaints.

You will analyse the results of your team and adapt your strategy to achieve results and volumes and, if necessary, take measures to adjust them. You will have regular contact with experts, insurers, car repair companies, customers, management and colleagues in other Ayvens departments.

Essential responsibilities:

• Lead, coach, motivate and manage the team;
• People management:
  • Division of tasks/follow up activities of the employees;
  • HR related tasks such as a yearly evaluation, managing performance priorities;
  • Managing individual and team performance;
  • Organization of the department (vacations, homework, capacity planning).
• Monthly reporting;
• Responsible for achieving the predefined objectives (quantitative and qualitative);
• Continuously searching for efficiency initiatives, selling them to the internal and external stakeholders and implementing them;
• Ensures the organization of knowledge dissemination:
  • Communication the necessary information both at the job and organizational level;
  • Ensuring efficient communication to employees;
  • Point of contact for the team members for more complex dossiers.
• Responsible for onboarding new colleagues and drawing up a personal training plan.

Who are we looking for?

• Bachelor’s or Master’s degree in Insurance, Law, Economics, or a related field;
• Minimum of 3 years’ experience in a similar role, ideally in the automotive sector;
• Experience in process optimisation and tools improvement;
• Strong leadership and people management skills;
• Analytical mindset and structured thinking;
• Problem-solving capabilities;
• Result-driven and proactive attitude;
• Strong organizational and prioritization skills;
• Excellent communication and stakeholder management;
• Ability to bridge business and IT topics;
• Decision-making skills.