Job Description

The Claims Supervisor leads the entire claims management function within a logistics and courier organization, ensuring prompt investigation, evaluation, resolution, and processing of claims. This role safeguards compliance with company standards and industry regulations while minimizing financial exposure and maintaining high levels of customer satisfaction.

KEY RESPONSIBILITIES 
You will: 

• Oversee the full claims lifecycle—from receipt and investigation to validation and resolution.
• Ensure all claims are accurately documented and processed in accordance with company policies and regulatory requirements.
• Review and analyze claims data to identify trends and propose preventive or corrective actions.
• Serve as the main escalation point for complex or sensitive claims, delivering timely and professional customer communication.
• Work closely with the customer service team to ensure consistent updates and resolution of customer concerns.
• Collaborate with operations, warehouse, and delivery teams to conduct claim investigations and determine root causes.
• Coordinate with legal and finance departments on high-value or complicated claims.
• Align with sales and account management teams to communicate claim decisions and resolutions to clients.
• Engage with external stakeholders such as insurers, adjusters, and legal counsel when specialized support is needed.
• Ensure all claims are handled in compliance with company guidelines, contractual obligations, and regulatory standards.
• Produce regular reports on claims performance, trends, resolution timelines, and financial impact for senior management.
• Stay current with industry best practices and legal requirements relevant to claims handling.
• Identify process gaps or inefficiencies and implement solutions to improve accuracy, turnaround time, and customer satisfaction.
• Implement strong internal controls to detect and minimize fraudulent claims.
• Lead a team of claims specialists, providing coaching, development, and performance evaluations.
• Establish measurable performance metrics and monitor the team’s adherence to standards and service level agreements (SLAs). 

QUALIFICATIONS & REQUIREMENTS: 

• You must have a bachelor’s degree, preferably in a business-related field.
• You must have at least 5 years of experience leading a team within the claims management function.
• You must have proven ability to set clear goals, monitor performance, and deliver constructive feedback.
• You must have strong expertise in claims processes, including investigation, evaluation, and resolution.
• You must have an understanding of industry-specific claims (e.g., property damage, liability, insurance, service failures).
• You must have strong judgment and problem-solving capabilities, especially under pressure.
• You must have familiarity with claims management platforms and related software tools.
• You must have demonstrated leadership skills and experience developing high-performing teams.
• You must have awareness of relevant legal frameworks and compliance standards.
• You must have the ability to manage customer escalations with professionalism, empathy, and clarity.
• You must have strong analytical skills with attention to detail and a continuous improvement mindset.

Work Schedule: Compressed work week (8 am – 6:30 pm) 

Work Setup: Onsite – Pasay City