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AMEX Claims Team Leader
Insurance
Where will your career take you next? Let’s find out together.
About Travel Guard
This role is part of our Travel Guard team. Travel Guard is a leading travel insurance brand, serving millions of leisure and business travellers worldwide. Established in 1982 we offer a comprehensive portfolio of travel insurance solutions and global assistance services. Travel Guard operates service centres across Asia, Europe, and the Americas, ensuring 24/7 support to help travellers navigate unexpected circumstances that may disrupt their plans. Travel Guard became part of Zurich Cover-More in December 2024.
What you’ll be doing:
In this role, you will provide guidance, operational support, and quality oversight for a high-performing team supporting American Express Claims Intake operations. Although this role does not include direct reports, you will play a key leadership role with indirect responsibility for 10–15 frontline team members.
- Assist Management with quality control and daily operations while providing feedback, support, and technical expertise to staff—ensuring high-quality service delivery to our customers and clients.
- Monitor team performance to ensure service levels, quality expectations, and customer experience standards are met.
- Perform frontline tasks when needed to stay current on department processes and support operational flow.
- Resolve escalated issues, urgent requests, and sensitive or high-profile cases.
- Train, guide, and coach staff on products, accounts, processes, systems, and best‑practice customer service.
- Conduct quality reviews and assist management with employee evaluations and corrective action as needed.
- Help delegate daily work assignments and verify task accuracy and completion.
- Drive a culture of innovation, continuous improvement, and customer‑first thinking.
- Deliver exceptional support to internal and external customers in line with SLAs and regulatory obligations.
- Use customer insights to guide operational improvements and business initiatives.
- Assist in preparing performance reports (productivity, quality, error ratios, attendance) and identify trends to improve morale and efficiency.
- Collaborate effectively across teams to support operational success and service excellence.
What skills and experience you’ll bring on this journey:
- High School Diploma or equivalent.
- Previous customer service experience and leadership exposure preferred.
- Advanced customer service skills with strong attention to detail.
- Excellent written and verbal communication abilities.
- Strong problem-solving skills with the ability to think creatively under pressure.
- Basic leadership, training, and coaching capabilities.
- Ability to organize and prioritize work for yourself and others.
- Proficient PC skills and comfort navigating multiple systems.
Why you’ll love working with us!
We value optimism, caring, togetherness, reliability, results-orientation, and forward-thinking.
We have more than 3000 employees worldwide. We are a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts, customer service and corporate services professionals. We share a global purpose to look after travelers, at every step of their journey.
Job flexibility. Our hybrid approach ensures you can maintain work-life balance with 3 days in the office and 2 days at home.
Career growth. With our global expansion, we’re deeply committed to professional development, continuous learning, and opportunities to grow.
Take the time you need. We offer generous leave benefits, volunteer time, and comprehensive paid parental leave.
Investing in your health and future. Enjoy a competitive high‑deductible health plan, EAP programs, wellness initiatives, and a 401(k) with employer match.
Diversity and inclusion. We welcome you to bring your whole self to work—exactly as you are.