CS & Claim Insurance Team Leader

About AmarthaAt Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We've supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2025, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.About The RoleWe're looking for a Customer Experience & Claim Manager who possesses strong expertise in managing end-to-end insurance claim processes and establishing a contact center operation specific to the insurance scope. The position will play a key role in mitigating operational risks during the transition phase, maintaining compliance, and ensuring that the partnership can deliver efficient and reliable insurance services from the start.Job Descriptions : Supervise and support the claims and customer service teamsProvide training, coaching, and development opportunities for team membersConduct performance evaluations and manage staff schedulesOversee the entire claims process from intake to resolutionEnsure claims are processed efficiently and accuratelyReview and approve large or complex claimsDevelop and implement claims handling proceduresEnsure high levels of customer satisfaction through excellent serviceHandle escalated customer complaints and issuesDevelop and refine customer service policies and proceduresMonitor customer feedback and identify areas for improvementEnsure compliance with industry regulations and company policiesPrepare and present regular reports on claims and customer service metricsConduct audits and quality assurance checksIdentify and implement process improvements to enhance efficiencyCollaborate with other departments to streamline operationsStay updated on industry trends and best practicesAct as a liaison between customers, claims adjusters, and other departmentsEnsure clear and effective communication within the teamPrepare and deliver presentations to senior managementRequirementsMinimum 5 years of experience in customer experience, operations, or claim management, * preferably in financial or insurance industriesStrong understanding of end-to-end insurance claim processes, including coordination between lender, insurer, and regulatorProven experience in managing contact center operations, including performance monitoring, team leadership, and quality assuranceAbility to develop, track, and manage KPI and SLA to ensure service efficiency and customer satisfactionExcellent command of English, both written and spoken. Especially for report preparation, communication with business partners, and regulatory correspondenceStrong analytical thinking, problem-solving, and communication skillsHigh attention to detail, with the ability to manage multiple priorities in a dynamic environmentMust have LOMA Certified 291 or LOMA CX or AAMI certified CX scopesAt Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives—shaped by factors such as gender, age, race, ethnicity, education, culture, and life experiences—drive innovation and growth.We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.