Job Description
Marsh is seeking candidates for the following position based in the Dubai office: Team Lead - Claims Advisory
What can you expect:
- Receive client enquiries (General/ policy related) via email/ calls and provide clients with necessary support on their enquiries. Exceptional services (quicker TATs) provided to VIP members of the group
- Receive client complaints on delays in approvals for the medicines, and treatment procedures and coordinate with the Insurer to assist members by expediting the approval of treatments.
- Circulate monthly network updates and general circulars related to changes in the network.
- Reviews, understands, and assesses pre-approval assistance required by clients, informs all relevant parties of any potential problems or contentious claims, and seeks guidance or advice where necessary or refers to Claims Advisors/ Advocates to ensure the proper pre-approval of cases.
- Guides members on claims procedures to be followed for direct as well as reimbursement claims.
- Guides members on the claims process for home country or outside UAE treatment procedures and facilitates the approvals if mandatory as per the policy of the insured member.
- Portal submission assistance and resolution of portal issues.
- Prompt escalation of moderate/complex pre-approval cases to Claims Managers/ Senior Management to ensure effective outcomes as per client expectation
- Receives member calls and emails related to support required from a colleague who is out of the office and understands and redirects the enquiry to the concerned colleague responsible for handling the client in the absence of one colleague
- All urgent escalations outside office hours are managed in a timely manner and as per the services agreed to meet the expectations of the top clients
What you will be rewarded with:
- We offer and embrace a hybrid working model that nurtures a collaborative working environment in the office 3 days per week allowing 2 days per week to be spent working on a remote basis.
- Competitive Benefits Package including 27 days annual leave, up to 4 days flexible bank holidays, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
- Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.
We will rely on you to:
- Implements team standards and Helpdesk procedures to ensure that the team is acting on best practices to manage the calls and email escalations
- Allocation of new accounts, workload distribution of team, overseeing all the activities in the Helpdesk including monitoring of group mailbox per country, to ensure smooth and seamless delivery to clients.
- To oversee the daily influx of calls, emails & escalations, responsible for urgent case closures, exceptional TAT for VIP members of the group and target TAT achievement
- Direct Point of Contact for Client executives to escalate a sensitive case, request urgent case handling, and for VIP member case management
- Reviews the solution offered by executives for the escalations to ensure a high quality of work is being delivered by the team to maintain quality of service.
- Maintains relationships with insurers, third-party administrators, and underwriters, , Collaborates with Senior Management and client service team to advocate for direct reports internally as well as help them navigate moderately complex client interactions on claim/ approval cases.
- Tracks the progress of services offered and documents progress, on client transactions at a high level to ensure the team is meeting KPIs for the department.
- Daily review of denial cases, open beyond or nearing TAT cases and escalates cases to Head of Claims as per escalation protocol in place
- Prompt escalation of complex cases to Senior Management to ensure effective outcomes as per client expectation
- Weekly meeting with subordinates and with other team leaders, summarize the MOM and update actions with closure of open tasks within the next scheduled weekly meeting.
- All denials are reviewed and validated in line with policy and regulatory mandates, and discussed with client executives before the final update is shared with the client
- Mentors, coaches and connects the team with other colleagues and opportunities within the Company to help in their professional development.
- Trains direct reports on established business procedures and policies regularly and provides support on operational tasks & challenges to develop more effective staff.
- Ensure utilization of team leaves and its reporting on workday.
- Monthly check-ins with the team, performance tracked against KPIs and shared on Workday, Individual Development Planned for the team and followed through to ensure progress against same through the year
What you need to have:
- 10+ years of experience as Helpdesk Managers in relevant roles and industry
- Excellent verbal and written communication skills
- Excellent computer skills, time management & negotiation skills.
- Excellent knowledge of market developments and regulatory updates.
- Excellent knowledge of various Insurers' claims process and claims adjudication criteria
- Excellent Leadership, change management & Analytical skills
- Excellent Computer skills, time management and negotiation skills.
- Excellent Complaint resolution, Crisis management and Client Management skills.
- Excellent knowledge of market developments and regulatory updates.
- Bachelor’s degree in Medicine or related medical field.
Marsh is the world’s leading insurance broker and risk adviser. With more than 45,000 colleagues operating in more than 130 countries, Marsh serves commercial and individual clients with data driven risk solutions and advisory services. Marsh is a business of Marsh McLennan (NYSE: MMC), the leading global professional services firm in the areas of risk, strategy and people. With annual revenue of over $20 billion, Marsh McLennan helps clients navigate an increasingly dynamic and complex environment through four market-leading businesses: Marsh, Guy Carpenter, Mercer, and Oliver Wyman. For more information, visit marshmclennan.com, follow us on LinkedIn and Twitter.
Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, civil partnership status, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable adjustments in accordance with applicable law to any candidate with a disability to allow them to fully participate in the recruitment process. If you have a disability that may require reasonable adjustments, please contact us at
