Associate – Ops

Company DescriptionWNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.Job DescriptionObjective of the RoleDeliver industry leading service excellence whilst maintaining a commercial focus that drives business outcomes. Facilitate an efficient and cost-effective end to end claims experience that relieves stress and creates peace of mind for our customers in the moments that matter.Key AccountabilitiesLodge new insurance claims for our customers and intermediariesDetermine coverage through exploratory questioning, policy interpretation and using judgement and analysis to make informed decisionsElevate the customer experience through setting clear expectations of the claim process and effectively communicating how the claim will be managedNegotiate and obtain collection of customer excess including appropriate education of payment optionsAccountable for financial outcomes impacting claims costs through application of correct policy limits, applicable laws and leveraging preferred suppliers/repair methodsRespond to and manage customer, supplier and repairer and third-party enquiries on existing claims via customer channel of choice with a focus on cost management and progressing and finalising the claimRespond to and manage claim activities; customer, supplier and repairer correspondence and complaints within agreed timeframes and obligationsEnsure information provided to the customer is clear, complete and accurate based on sound knowledge and understanding of claim policies, processes and their intentEnsure claim review is completed on each claim touch; liaise with suppliers and repairers to ensure timely replacement and/or repair experience for our customers and claim is progressed efficiently, actively contributing to overall reduction of customer life of claim and effective financial managementIdentify opportunities to improve processes and systems and participate in their testing, in order to contribute to the overall efficiency and cost effectiveness of the Claims functionAccountable for decision making within policy guidelines and delegations of authority to deliver best outcome for the customer and the organisationAppropriate and professional workplace behaviours, assist other team members and willingly undertake other key responsibilities and activities to contribute to overall portfolio healthDemonstrate responsibility for own personal development and professional learning goals and actively participate in performance review process in conjunction with direct LeaderShift option:Flexi Part Time roles with a minimum of 15hrs per week offering a variety of shift options over 7 days in the week along with a variety of start windowsOption 1 – 2daysX 7.5hr shifts (8hrs incl. lunch)Option 2 – 3 days x 5hr shiftsFull time: 38 hrs per week offering a variety of shift options between Monday – Saturday along with a variety of start windowsStart windows mean you can be asked to start any time between the hours of that window. You must be able to fully commit to the shift window.WFH Requirement to be met by the successful candidate: Dedicated private work area Ergonomically set up (desk/chair) Reliable Internet Active Landline connection Monitor First aid kit and fire blanketQualificationsQualificationsRelevant tertiary qualification desired (Business, Finance, Commerce)Experience1-2 years working in general insurance preferredCall centre experience preferredExperience working within a customer service environmentComputer literacy and navigational skills using multiple systems simultaneouslyDemonstrated ability to achieve targetsExperience working in a fast paced, high pressured environment preferredAdditional InformationKey Capabilities/Technical Competencies (skills, Knowledge, Technical Or Specialist Capabilities)Strong communication skills, demonstrated through active listening and ability to convey and explain information coherently and confidently in both written and verbal communicationAbility to use own judgement an analysis to develop solutions and courses of action based on logic, fact and within delegated level of authority and legislation utilising resources availableAbility to manage workload in a professional and prepared manner ensuring appropriate adherence to agreed timeframes, legislative requirements and work scheduleAbility to engage with a customer, utilise effective questioning and listening skills to understand both practical and emotional needs and manage the interaction to meet these needsAdvocate of change and positive ambassador of the benefits and opportunitiesCommitted to self-development and opportunities to increase skills and knowledgeAdditional InformationBenefits like - Incentives, Rewards and Recognition program, Laptop, Headset and Phone set providedProficient in MS Office, Excellent communication skills