Claims Team Lead

About the role

The Claims Team Lead will direct regional operations teams toward business objectives while maintaining high standards of equity, precision, efficiency, and documentation. This role is responsible for claims assessment, coverage determination, partner service delivery, and backlog control, ensuring fair and timely outcomes that align with regional requirements.

Key responsibilities

• Lead daily team execution, providing coaching, workload prioritisation, quality oversight and performance follow‑up across an assigned pod or region.
• Synchronise SLA fulfilment with capacity management, employee engagement and real‑time training in partnership with team leadership.
• Assess claim facts, coverage triggers, evidence quality, policy wording, exclusions, partner requirements and customer impact before progressing or escalating a case.
• Escalate sensitive, high‑value, regulated or ambiguous cases using the correct framework with complete supporting documentation.
• Maintain complete, clear, audit‑ready claim notes and decision rationale in XS and related systems.
• Coordinate with Support, Payments and other cross‑functional teams to resolve issues and improve processes.

Required profile

• Proven experience managing claims or similar operational teams in a fast‑paced environment.
• Ability to handle high complexity across people, workflow, prioritisation and quality control.
• Strong collaboration skills across time zones and willingness to work beyond normal hours when needed.
• Excellent documentation, risk discipline and cross‑functional execution capabilities.

Required skills

• Familiarity with claim management systems (e.g., XS) and audit‑ready documentation practices.