Team Leader Retentions

About the role

The Team Leader Retentions will supervise a team of claims examiners responsible for evaluating, processing and settling insurance claims. This position combines operational oversight with customer‑service leadership to ensure timely and accurate claim resolutions while maintaining high retention standards.

Key responsibilities

• Provide daily administrative and technical supervision to claims examiners across multiple product lines.
• Exercise approval authority within established guidelines and review complex cases.
• Develop and implement customer‑service standards and resolve high‑value, complex issues.
• Aggregate and analyse common customer issues to shape response strategies.
• Create and execute relationship‑management plans for existing and prospective customer accounts.
• Communicate local action plans, align them with broader organisational goals and motivate the team to achieve targets.
• Set performance objectives, monitor progress and take corrective actions as needed.

Required profile

• Proven experience supervising a claims or customer‑service team.
• Strong understanding of insurance claim processes and regulatory requirements.
• Excellent communication skills with the ability to influence and motivate staff.
• Analytical mindset for identifying trends and developing improvement strategies.

Required skills