Sr. operations manager Claim & Customer service

Job Description

Title: Sr. operations manager Claim & Customer service

Company Name: ZK IT Solutions Ltd.

Vacancy: 02

Age: Na

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience: --

Published: 2026-04-27

Application Deadline: 2026-05-27

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

• Lead and manage the claims operations team to ensure timely and accurate claim processing.

• Oversee end-to-end claims lifecycle, including claim registration, assessment, approval, and settlement.

• Monitor claims turnaround time (TAT) and ensure adherence to service level agreements (SLAs).

• Handle complex, high-value, or escalated claims cases.

• Supervise customer service teams responsible for claim-related inquiries and complaints.

• Develop and implement strategies to enhance customer experience and satisfaction.

• Ensure compliance with company policies, regulatory requirements, and industry standards.

• Coordinate with internal departments such as underwriting, finance, and legal to resolve claims issues.

• Analyze claims data and generate reports to identify trends, risks, and process improvement opportunities.

• Establish and monitor KPIs for claims and customer service teams.

• Conduct training and mentoring for team members to enhance performance and service quality.

• Implement process improvements and digital initiatives to streamline claims operations.

• 10–12 years of experience in claims management and customer service operations.

• Minimum 5 years of experience in a managerial or leadership role.

Experience in insurance, healthcare claims, financial services, or related sectors will be preferred

• Strong knowledge of claims processing and settlement procedures

• Excellent leadership and team management skills

• Strong customer service and complaint handling capability

• Ability to manage high-pressure and complex cases

• Strong analytical and reporting skills

• Excellent communication and negotiation skills

• Knowledge of regulatory compliance and risk management

• Proficiency in MS Office and claims management systems

• Strong problem-solving and decision-making ability

• Ability to manage multiple priorities in a fast-paced environment

High level of integrity and professionalism