Position:

Team Lead – Claims

Department / Location:

MNL ISSC - Business Support Services

Line Reporting:

Business Support Services Manager

Ensuring proper execution of claims handling process within a given area (such as road claims, air and sea, solutions and equipment claims).

Key Tasks & Deliverables

1. Tactical and operational implementation of DSV ISS and CHC vision and strategy

2. Team management aligned with the DSV values:

a) identification of talents and supporting their development.

b) one-to-one meetings with the team members and regular team meetings.

c)  performing yearly evaluation of team members.

d) supporting team members in achieving defined KPI’s set by management.

e) monitoring KPIs of the team as well as the individual ones.

f) Addresses performance issues and coordinates with human resources whenever necessary.

3. Identifying possible process improvements and driving their implementation.

4. Taking part in development of strategic goals of CHC.

5. Being responsible for the overall team performance – in terms of accuracy, timeliness and productivity.

6. Other operational tasks including:

a. monitoring service provided to key customers.

b. monitoring team’s schedule (holidays, home office, sick leave and trainings)

c. managing work of the team’s trainees.

d. checking and correcting the customer invoicing.

e. monitoring ongoing projects.

f. monitoring backlog and developing improvement measures.

g. taking part in/leading departmental/corporate projects.

h. commenting on results of the team.

i. taking part in Claims Handlers Academy as a teacher.

j. leading operational calls.

k. uploading monthly reports on SharePoint;

l. visiting local DSV offices.

m. providing induction training to newcomers, acting as a Buddy.

n. monitoring existing procedures.

o. handling of complex claims with many claimants and/or multiple hauliers

p. monitoring and implementing procedures dedicated to key customers.

q. organizing workshops for employees.

r. managing escalations

7. Timely and proper claims handling (up to 15% of the work time) in the scope of damage occurred during transport or on equipment used to perform transport, according to valid procedures and instructions, which include:

a. professional service provided for internal and external customers, in particular providing regular feedback on handled claims.

b. archive data in the claims system and their update. 

c. take action in order to recover costs (recourse) for damage from liable parties.

d. taking financial decision connected with settlements.

8. Compliance with internal regulations, procedures, law and managers orders, including labor regulations, regulations on remuneration and other internal regulations in the company, including company’s intellectual property protection.

9. Behaviors and attitudes consistent with the values.

10. Professional skills development by participation in training and constant self-education.

11. Experience in claims handling, knowledge of transport law, experience in process management in an international environment.

12. 12. Work under the direction of Supervisor and Managers

Education and Skills

• College of any four-year course. Preferable specialization: TSL/ Insurances/Law/ Management
• Basic knowledge in MS Office / MS Teams
• Basic knowledge in web-based applications / Internet
• Freight forwarding / Logistics experience.
• Quick comprehension and focused on work.
• Team player and good interpersonal skill
• Accurate, reliable, and dependable 
• Ability to work and manage a small group