Service Accommodation - Claims & Refunds Lead

Job Title: Claims and Refunds LeadPurpose of the RoleTo oversee and manage all claims and refund processes, ensuring accuracy, efficiency, and exceptional customer experience while maintaining compliance with company policies and financial standards.Key ResponsibilitiesClaims & Refund OversightManage end-to-end claims and refund operations for customers and partners.Ensure timely and accurate processing of claims and refunds according to company policies.Policy ComplianceMaintain strict adherence to internal guidelines and regulatory requirements.Review and update claims and refund policies to align with industry best practices.Customer ExperienceCommunicate clearly and professionally with customers regarding claim status and resolutions.Handle escalations with empathy and efficiency to maintain trust and satisfaction.Data Accuracy & ReportingVerify documentation and validate claims before approval.Generate regular reports on claims volume, refund trends, and resolution timelines.Collaboration & CoordinationWork closely with Finance, Operations, and Customer Support teams to ensure smooth workflows.Coordinate with external partners when necessary for claim validation.Risk ManagementIdentify potential fraud or discrepancies and implement preventive measures.Escalate high-risk cases to senior management with a detailed analysis.Continuous ImprovementAnalyse recurring issues and recommend process enhancements.Implement automation tools and digital solutions to improve efficiency.QualificationsExperience working with OTA platforms (e.g., Booking.com, Airbnb, Agoda, Expedia) is a strong advantage.Proven experience in claims management, refunds, or financial operations.Strong analytical and problem-solving skills.Excellent communication and negotiation abilities.Familiarity with compliance standards and risk management practices.Tech-savvy and comfortable with digital platforms for tracking and reporting.With own Laptop and with strong internet connection of atleast 25mbps plus back upWilling to work on a hybrid and onsite set up