Senior Manager, A&H Claims and Customer Service

The Senior Manager , Accident and Health ( “ A&H ” ) Claims and Customer Service is a critical position reporting directly to the SVP, A&H. The role is responsible for leading the Customer Service team as well as developing and leading the relationship with our Travel Insurance Division (referred to as INF ) TPA, Robin Assist. The role ensures compliant operation s and collects critical input on product usage to provide insight and recommendations into plan benefits. Policy and Plan Expertise: Serve as a subject matter expert (SME) for INF travel insurance policies and plans, ensuring deep knowledge of coverage, compliance, and product details. Train Customer Service Team on policy elements (refunds, cancellations, coverage types). Monitor customer feedback to provide recommendations for product and service enhancements. Support broker partners, resolving escalations and policy-related issues. Customer Experience & Escalation Management: Resolve complex escalations with empathy and expertise; step in to deliver expert-level customer service when required. Ensure communication channels are effective, customer feedback is captured, and improvement opportunities are identified. Evaluate customer interactions for quality assurance and provide coaching to team members. Design and implement proactive service strategies that focus on preventing issues before they escalate. Strategic & Cross-Functional Collaboration: Collaborate with Product and Tech teams to troubleshoot platform issues and enable seamless digital customer experiences. Support Process Excellence initiatives, partnering with teams to optimize workflows and operations.