Head - Travel Insurance Claims

About Tripjack
TripJack: The trusted tech platform for over 60,000+ travel agents across India! TripJack’s integrated platform offers content from 750+ airlines and 2 million+ hotels, along with services across corporate travel, travel assistance and insurance, rail, and marine segments. With a superior technology platform, seamless pre- and post-booking journeys, and 24/7 customer service, we are on a mission to transform the travel booking and management experience for our agent partners.
With over 35 years of combined travel experience, TripJack’s founders have always prioritised the needs of travel agent partners. Our goal is to empower partners with state-of-the-art technology that enables them to efficiently manage their businesses with minimal assistance. With a strong focus on supply, technology, and customer service, TripJack has become the preferred one-stop solution for travel agents seeking reliable, convenient, and efficient solutions for their clients.
Role : Head - Travel Insurance Claims Location : Mumbai ( Goregaon ) Experience :6-10 years Education : B.Tech/M.Tech
Key Responsibilities

- Team & People Management Lead, coach, and manage the Claims Support team to ensure consistent performance and service quality.
- Allocate claims effectively across the team and ensure optimal workload distribution.
- Monitor individual and team KPIs such as TAT, accuracy, closure rate, and customer satisfaction.
- Conduct regular performance reviews, feedback sessions, and training interventions.
- Act as the first escalation point for team members on complex or sensitive claims.

- Claims Operations Own end-to-end claim lifecycle governance across the team, from intimation, documentation, processing, approval/rejection, and closure.
- Ensure all claims are registered accurately with insurance companies and TPAs as per defined SLAs.
- Review documentation quality and ensure compliance with insurer-specific requirements.
- Proactively track aging claims and drive follow-ups to prevent delays.
- Handle high-value, critical, or escalated claims directly when required.
- Lead, coach, and manage the Claims Support team to ensure consistent performance and service quality.

- Stakeholder & Escalation Management Serve as the primary escalation interface with TPAs and insurance companies for unresolved or delayed claims.
- Maintain strong working relationships with insurer and TPA teams to improve turnaround and issue resolution.
- Coordinate with internal sales, operations, and relationship teams to ensure alignment and timely communication.
- Ensure timely and accurate communication to travel agents/customers in case of exceptions or delays.

- MIS, Reporting & Compliance Review and publish daily/weekly/monthly MIS on claim volumes, TAT, pendency, rejection trends, and escalations.
- Ensure accurate documentation and record maintenance to support audits and compliance requirements.
- Analyze data to identify recurring issues, bottlenecks, and insurer/TPA-related challenges.

- Process Improvement Drive continuous process improvements to enhance efficiency, reduce claim TATs, and minimize errors.
- Implement standard operating procedures (SOPs), checklists, and quality benchmarks for the team.
- Collaborate with leadership to implement automation or system enhancements where applicable.
- Ensure adherence to regulatory, insurer, and internal compliance standards.

- Business Process Transformation (Claims & Customer Service) Act as the transformation lead for Claims and Customer Service, defining the target operating model, multi-year roadmap and measurable outcomes (TAT, cost per claim, first-contact resolution, NPS/CSAT).
- Map current-state (as-is) processes end to end, identify pain points, hand-offs and redundancies, and design simplified, scalable future-state (to-be) processes.
- Partner with Product and Tech teams to digitise the claims journey, including online claim intimation, document upload, real-time status tracking, and API integrations with insurers and TPAs.
- Identify and drive automation and AI opportunities such as chatbots, auto-acknowledgements and proactive status notifications to travel agents and customers.
- Build a Voice of Customer framework using feedback, complaint and rejection analysis to address root causes and reduce repeat escalations.
- Define and track transformation KPIs, build business cases for new initiatives, and present progress and impact to senior leadership.
- Benchmark against industry best practices and introduce frameworks such as Lean, Six Sigma or Kaizen to build a culture of continuous improvement.

What We're Looking For

- Qualifications and Experience required: 10+ years of robust experience in Insurance claims, preferably with a reputed insurance company, TPA or insurance broker.
- Minimum 2–4 years of experience managing claims teams or operations.
- Familiarity with insurer/TPA portals and claims submission procedures.
- Proven track record of leading business process transformation, automation or digitisation initiatives in claims, operations or customer service; Lean / Six Sigma certification preferred.
- Graduation Degree, preferably MBA from Tier I/II B-School

- Key competencies for the role: A customer-focused mindset with a high degree of empathy and professionalism in all interactions.
- Demonstrated commitment to customer centricity, ensuring a smooth, transparent, and supportive claims experience for travel agents and their customers.
- Strong negotiation, communication, and stakeholder management skills.
- High resilience and comfort with ambiguity in a dynamic start-up ecosystem.
- Transformation mindset with the ability to challenge the status quo, think in terms of systems and customer journeys, and turn strategy into execution.
- Strong analytical and problem-solving skills, with comfort working alongside Product and Tech teams on requirements, process flows and user acceptance testing.
- Ability to engage and transact with senior internal and external stakeholders.