Claims Team Leader

Who we are

We’re Qover, a leading insurtech scale-up that has raised $70 million.

With an international team of 160+ colleagues based in Brussels, we help companies orchestrate digital embedded insurance experiences.

Since Qover was founded in 2016, our co-founders had a clear vision of the future of insurance: it must be simple, transparent and accessible across borders – a global safety net 🌍

We’re well on our way to building that safety net, with a platform that protects millions of users across 32 European countries. We work with top brands like Revolut, Mastercard, BMW, Canyon, Monzo and many others.

Visit [our website](https://www.linkedin.com/safety/go/?url=http%3A%2F%2Fwww%2Eqover%2Ecom%2F&urlhash=DT0t&mt=OqqAtGsuGFLuaX-Nvz6TmSg0n4-8Zn4ITF8w1Cr4oW7PsmH2HRrzv03yCxQ_W-Nkt3XqZO1qn2dr8RNsMtdZpwg2674&isSdui=true) for more about what we do!

About the role

We are looking for a Claims Team Lead to:

• support the team with day-to-day operations
• act as the technical claims expert
• improve the customer, employee and risk carrier experience around claims
• keep claims and Qover leadership informed about team performance and developments.

Someone with a “can do attitude”, passionate about motivating people, resolving customers’ problems and also looking to have fun. You will report to the Claims Manager.

Responsibilities

• Manage the team

• Motivate and coach team members and build a performance culture to ensure strong performance
• Manage one-to-ones and team meetings
• Identify skill gaps and develop individuals within the team
• Participate in hiring, onboarding and training new team members

• Manage day-to-day claims operational activities and support the team

• Allocate and balance work within the team
• Ensure all work items are handled and assigned according to Qover SLAs & KPIs
• Responsible for all claims managed within the team

• Act as a technical claims expert

• Review and approve payments above the authority within the team
• Perform quality assessments on closed claims
• Resolve technical queries from the team
• Provide inputs and explanation on complaints related to claims handling

• Always improve

• Identify areas of improvement for claims activity at Qover towards customers, employees and risk carriers
• Provide expertise to support transformation projects impacting claims activities
• Proactively propose quick win ideas and solutions

• Stakeholder management

• Represent the team internally
• Represent the claims team externally and manage external stakeholders such as auditors, risk carriers and commercial partners

**About you**:

• Outstanding people skills: coaching and individual development, empathy, clear and adaptable communication, ability to deliver feedback, change management, inclusion and team cohesion, active listening and open-mindedness, conflict resolution
• Can-do & “take the lead” attitude
• Pragmatic: understanding the lean startup philosophy
• Team player: values team results above personal praise
• Able to work in fast paced environment with conflicting priorities
• Embrace change : adaptability and resilience

Your experience:

• You have 3+ years of experience working in an insurance company, MGA, broker or third party administrator
• You speak fluent English.Any other European language is a plus
• Experience in claims handling is a must
• Experience in people management is a must
• Ideally, you have a sound working knowledge of Google applications i.e. Gmail, Google Docs, Sheets, etc and ability to grasp new systems quickly.
• You can effectively multitask and prioritise a varied workload
• You have the capacity to see the bigger picture and understand how the team's work directly impacts broader company goals.
• You feel comfortable making sound, timely decisions even when faced with incomplete information or tight deadlines.