Claim Operations Manager – Travel Insurance - Ancileo

Claim Operations Manager – Travel Insurance

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About Ancileo:

Ancileo is an insuretech that provides technology solutions to Insurers, Reinsurer and Brokers. Our team works directly with customer teams on technical development, design, marketing, operations, and strategy to power digital insurance partnerships globally.

Currently live in 23 countries with a top Global Insurer and integrated with 20+ top ⅓ distribution partners, recently backed by a Singapore listed company we are expanding and we are looking for a Technical Delivery Manager to manage a growing development team.

Your Role:

The Claims Team Manager for Travel Insurance Products is responsible for leading and overseeing a team of claim assessors while also managing and owning the claim system. This role requires a deep understanding of travel insurance policies, great leadership skills, and a keen interest in technology to manage and optimize the claim system effectively.

Your Attitude:

  • Accountable: You act on behalf of the entire company, beyond just your own responsibilities. You never say “That’s not my job.”
  • Learn and be curious: You always learn and seek to improve yourselves. You are curious about new possibilities and act to explore them.
  • Insist on the highest standards: You relentlessly pursue the highest standards – many people may think these standards are unreasonably high. You are continuously raising the bar and driving our team to deliver high-quality products, services, and processes.
  • Bias for action: Speed matters in business. Many decisions and actions are reversible and do not need extensive study. You value execution and deliverables.
  • Deliver results: You focus on the key outputs for our business and deliver them with the right quality and in a timely fashion. You always rise to the occasion and never settle.


1. Team Leadership:
  • Lead, mentor, and motivate a team of claim assessors to ensure high productivity, accuracy, and customer satisfaction.
  • Provide ongoing coaching, training, and performance feedback to team members.
  • Foster a positive team environment that encourages collaboration, innovation, and continuous improvement.
2. Claims Management:
  • Oversee the end-to-end claims process for travel insurance products, ensuring claims are processed efficiently and in compliance with company policies and industry regulations.
  • Review and approve complex or high-value claims, providing guidance to assessors as needed.
  • Investigate and resolve escalated customer complaints related to claims processing.
3. System Ownership and Optimization:
  • Act as the primary owner of the claim system, ensuring its functionality and efficiency.
  • Collaborate with IT and software development teams to implement system enhancements, updates, and bug fixes.
  • Analyze system data and performance metrics to identify areas for improvement and implement optimization strategies.
4. Policy and Compliance:
  • Stay up-to-date with industry regulations, policy changes, and best practices related to travel insurance claims.
  • Ensure that the claims team operates in compliance with legal requirements and company policies, maintaining high ethical standards.
5. Reporting and Analysis:
  • Develop and maintain regular reports on claims processing metrics, team performance, and system utilization.
  • Utilize data analysis to identify trends, bottlenecks, and areas for improvement, making data-driven decisions to enhance efficiency and customer satisfaction.
6. Stakeholder Communication:
  • Collaborate with other departments such as Customer Service, Underwriting, and Product Development to address cross-functional issues and improve overall customer experience.
  • Communicate claim-related updates and changes to internal stakeholders, ensuring alignment and consistency across the organization.


  • Bachelor’s degree in Business, Insurance, or related field (Master’s degree preferred).
  • Several years of experience in the insurance industry, with a focus on travel insurance claims processing.
  • Strong leadership skills and proven experience in managing and motivating teams.
  • In-depth knowledge of travel insurance policies, regulations, and industry best practices.
  • Proficiency in claim management systems and excellent analytical abilities.
  • Exceptional communication and interpersonal skills.
  • Problem-solving mindset and ability to make decisions under pressure.
  • Certifications in claims management or insurance (optional but advantageous).