Team Lead, Claims

Role Description

We are looking for a data-driven, resilient leader to champion our 13-person, Uruguay-based EMEA Travel Claims pod. As the Team Lead, you will take full ownership of the day-to-day operations, transforming a vibrant, junior team into a high-performing unit. This is a role for a hands-on mentor who thrives in high-volume environments and knows how to translate raw operational data into constructive coaching moments.

You will own the entire new-hire lifecycle—planning and executing the practical onboarding, nesting, and side-by-side shadowing process to guide new starters safely toward full autonomy. By balancing empathy with strict accountability, you will optimize daily queue workflows, maintain bulletproof regulatory compliance, and build a culture focused on fact-based problem solving. If you are ready to manage capacity through 15% volume spikes, collaborate with global peers, and directly impact the EMEA customer journey, this is your next career step.

Key Responsibilities

• People Leadership & Culture: Drive the professional maturity of a junior travel claims team. Use data-driven KPIs to conduct objective performance reviews, shifting the team culture away from complaints and toward constructive, fact-based problem-solving.
• Operational Excellence & SLA Management: Manage daily workflow allocation and queue prioritization across your pod. Optimize capacity planning (schedules, leave, and shrinkage) to handle standard daily volumes as well as sudden 15% claims spikes without missing turnaround times.
• Onboarding & Autonomy: Run the full new-hire lifecycle. Following their initial 2-week classroom training, guide new starters through side-by-side peer shadowing and strict Delegated Authority (DA) co-signature limits until they are signed off to work 100% independently.
• Quality, Governance & Compliance: Partner closely with QA and Complaints teams to monitor file accuracy. Ensure all claim determinations strictly align with product wordings, internal audit targets, and regulatory frameworks (like the FCA or local EMEA equivalents).
• Continuous Improvement: Proactively identify, log, and report system bugs or process bottlenecks to our tech teams to drive system enhancements and reduce customer friction.
• Global Collaboration: Partner regularly with fellow Team Leads across Europe and Asia to share regional insights, standardize claim-handling philosophies, and maintain global alignment.
• Data & Performance Reporting: Build, maintain, and own your team's performance tracking systems. Provide comprehensive weekly insights, SLA trends, and assessor progress overviews directly to the Claims Manager.

Qualifications

• 2–4 years of experience managing, coaching, and upskilling a team of at least 10 FTEs in a high-volume insurance environment (Travel or Medical claims experience is highly preferred).
• Proven ability to guide a junior team, utilizing strong conflict-resolution skills to transform workplace friction into productive, performance-focused conversations.
• Practical experience managing rosters, tracking planned/unplanned shrinkage, and executing surge capacity strategies to protect operational SLAs.
• Exceptional capability in updating and maintaining performance tracking systems and KPIs. Ability to spot trends in data, maintain reporting integrity, and turn numbers into actionable insights.
• Hands-on experience operating within strict Delegated Authority (DA) limits, QA frameworks, and regional regulatory compliance standards.
• Proficient with modern claims management systems, with a proactive mindset toward identifying and logging software improvements.

Benefits

• Flexible Work Environment - our teams are remote.
• Global company, with the opportunity to work from any of our offices for 4 weeks a year.
• Work with like-minded people who are passionate about both the work we're doing and giving back. Our CG Gives programs enables us to all become philanthropists through our peer recognition and rewards system.