We are seeking an experienced Claims & Customer Service Operations Manager to lead and optimize our claims processing and customer service operations. This role is pivotal in ensuring efficient claim handling, exceptional customer support, and maintaining strong relationships with our insurance partners.

Responsibilities

• Lead and oversee end-to-end claims operations across multiple insurance lines, ensuring timely follow-up, accurate resolution, and strict SLA adherence with insurer partners.
• Act as the key liaison between internal teams and external insurers to resolve escalated claim issues, policy concerns, and partnership coordination.
• Monitor claim workflows and pipelines, identify blockers or anomalies, and work cross-functionally with system/product teams to drive improvements and automation.Analyze claim and customer service data to develop actionable insights and build dashboards or reports.
• Develop and enforce service handling SOPs to ensure consistency across ecommerce platforms and improve user satisfaction.
• Manage and support the Customer Service (CS) team across multiple channels: inbound/outbound calls, WhatsApp, and email – ensuring consistent, fast, and empathetic service delivery.

Qualificationn

• Minimum 5 years experience in a similar role, preferably within, insurtech, digital insurance aggregators, or multi-product insurance businesses.
• Proven experience leading claim and servicing teams in an operational environment.Tech-savvy and comfortable working with internal systems, dashboards, and customer service automation.
• Strong understanding of insurance workflows, especially around policy issuance, claims lifecycle, and customer servicing.
• Excellent communication skills; able to coordinate across departments and manage external stakeholders.Fast-moving, operationally minded, and detail-oriented.

About FUSE

Fuse is a breakthrough company in the insurance industry. We provide one app for various insurance product types from numerous well-known and trusted insurance companies. We have expanded our business not only in Indonesia but also China and Vietnam, and are planning on an even bigger expansion to grab markets from other Southeast Asia countries.

Our vision is to deploy the latest cutting-edge technology that enables everyone to buy, claim, or sell all kinds of insurances easily and instantly.

Our mission is to be an insurance technology/platform partner that allows all online/offline channel partners to sell multiple insurance products from multiple insurance companies online in real-time.

Fuse is committed not only to make insurance easily available for everyone but also to spread awareness about the importance of having financial plans and protection through insurance.

More about FUSE

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Instagram @lifeatfuse