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Customer Claims Experience & System Team Lead


Job Summary

  • Improve customer claims experience by identifying opportunities for continuous improvement.
  • Manage claims related projects based on business needs and requirements i.e regulatory, improve customer experience, system enhancement related to products or improve efficiency of the team.
  • Monitor system related issues and follow through with IT team until resolution.

Job Qualifications

• Bachelors Degree and 5 or more years of experience in the Administrative or Claims or Operations area

• High School Diploma or Equivalent and 7 or more years of experience in the Administrative or Claims or Operations area

• Knowledge of Business Intelligence/CDW or similar data system(s)
• Ability to interact with multiple levels of management
• Strong written and verbal communication skills
• Strong analytical skills
• Strong Microsoft Office skills

Job Accountabilities

  • Mentor and coach team members in effective issues resolution.
  • Handle escalations from internal or external parties.
  • Collect, track, and analyze customer feedback i.e via TNPS claims touchpoints and identify improvement opportunities.
  • Ensure the customer claims experience strategies are aligned with the company value and strategies.
  • Regular communication with internal stakeholders to close the gaps identified from customer’s feedback
  • Managing resources in the team to ensure a timely resolution of enquiries and complaints coming from emails, phone calls, letter or walk in.
  • Investigate and respond to technical queries from customers and/or colleagues to ensure customers receive appropriate advice.
  • Coordinate/ handle complex customer complaints coming from i.e BNM, OFS, complainant etc and follow through until resolution.
  • Provide necessary advice or guidance to team members on complex enquiries or complaints.
  • Identify, monitor, and report on relevant KPIs to management.
  • Evaluate, manage team’s performance, and ensure meet the KPIs.
  • Monitor business processes to identify opportunities for improvements.
  • Analyze, redesign processes, and implement changes based on finding from monthly and quarterly reports.


You are the heart & soul of Zurich! 
Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together!

We highly value the experience and know-how of our employees and offer a wide range of opportunities across business areas. You can expect to work on challenges that will help you grow and to collaborate with a diverse and inclusive team. 
People are Zurich’s most important asset. Their varied skills, perspectives and experiences drive innovation. And they reflect the breadth and diversity of our customers, suppliers, communities and investors around the world. We are committed to attracting and retaining talented individuals from a variety of backgrounds and experiences. Zurich does not discriminate based on race, ethnicity, religion, national origin, sex, gender expression, gender identity, genetic information, age, disability, protected veteran status, marital status, sexual orientation, pregnancy or other characteristics protected by applicable law. 



  • Location(s):  MY - Kuala Lumpur 
  • Remote working: Yes
  • Schedule: Full Time
  • Recruiter name: Kavitha Vijayaratnam
  • Closing date:

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