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Technical Support Team Supervisor
2 months ago
We are seeking a highly skilled Technical Support Team Supervisor to join our Claims Operations team at WTW. As a Technical Support Team Supervisor, you will play a critical role in delivering high-quality claims service to our clients, ensuring that Key Client Outcomes are met.
Key Responsibilities:- Manage a small allocation of complex claims from various streams, including EL, PL, Disease, and Personal Injury.
- Develop and maintain expert knowledge of industry-specific legislation, including Occupiers Liability, ERRA, Six Pack, Apportionment table, and MOJ/CPR, including case law and legal protocols.
- Monitor Key Client Outcome performance and take appropriate action to deliver pre-defined service standards.
- Ensure compliance with all aspects of WTW financial processes, including reserving process and payment authorization.
- Provide high-quality client service, including day-to-day client queries, client meetings, and escalation points.
- Engage in internal and external audits, support Continuous Improvement Forum, and complete audits and provide feedback to handlers.
- Provide training, coaching, and mentoring as required, and identify needs for training, coaching, and mentoring.
- Manage specialist tasks, including escalation points for Fraud Champion, Litigation, or Complaints, and identify trends and trends analysis.
- Perform detailed claims analysis and complete investigations following identification of points of interest.
- Understand the impact of laws and regulations on our business and adhere to all policies.
- Complete all mandatory training and use defined technology in the context of their role.
- Have knowledge of process efficiency and demonstrate ability to apply principles within direct area of responsibility.
- Understand data as presented and carry out simple interrogation.
- Be aware of Risk and Analytics tools available and understand fundamentals of project organization.
- Know own, BU, and group revenue targets and work within guidelines laid out by BU to support delivering financial targets.
- Have good knowledge of local market ecosystem and building on knowledge of how it interacts with global markets.
- Understand carrier risk appetites and develop good carrier relationships.
- Act in client's best interest and take responsibility for managing client requests.
- Identify explicit and implied client needs by asking probing questions and understanding requirements.
- Develop solutions that address client inefficiencies and improve the overall client experience.
- Work respectfully with team members on multiple projects and learn from others.
- Engage with the whole team and seek/take advantage of diverse thinking to deliver better solutions.
