Opportunities

Claims Team Leader

Department

Operations

Location

Atlanta, Georgia, United States

Employment Type

Full-time, Permanent

Budgeted Salary Range

$65,000 - $70,000

Ways of Working

Hybrid
Opened: a month ago
Closes: TBC

About Us

We love pets - which is why we’re on a mission to make the world a better place for pets and their parents.  We offer pet insurance policies with generous pet health benefits that are designed with their needs in mind. We’ve helped over half a million pets stay happy and healthy since 2017 - and many more customers throughout the world are joining us every day.  We’ve won numerous awards, have offices in the USA, UK, and Sweden - and we now employ over 500 people globally. 

Award-winning, innovative technology and exceptional customer service are at the heart of our offer: our “Complete” policy ranks top of the Which? cat and dog insurance Best Buy tables. (December 2021)  We've also been voted the Pet Insurance Provider Of The Year in the Moneyfacts Consumer Awards (2021) - and we’ve received over 21,000 5-star Feefo reviews in the past 12 months.

We’re proud to be driving unprecedented change in insurance and have doubled our revenues annually for the last 4 years with more ambitious growth still to come.  Our latest Series D funding round was $350m which values us at over $2bn. 

Our company is fast-moving, respectful, fun-loving and (most importantly) passionate about pets and their wellbeing.  We think big and we can only do that if we have a wonderful array of different people who are able to bring their whole selves to work every day.  Throughout our business you'll meet people who think differently, aim for impact and love to try new things.  Want to join our pack?  Join us. Love every moment. Love ManyPets.

The Opportunity

We're on an impressive journey to make the world a better place for pet-parents.  We have ambitious growth plans and ManyPets has seen huge success since we launched In the USA earlier In 2021. (We're now live In 28 states and cover 35% of the market - with more to come over the next 12 months!)  As part of our Claims team, you'll guide and support our customers through the claim process and ensure each request is handled quickly, while keeping customer experience at the heart of everything we do.

This is an amazing opportunity to be one of the first on the ground in our new Claims team, helping to set the standards and build the culture as we grow. You'll be part of a customer-centric team that always puts our policyholders and their pets first. This is an exceptional opportunity to work with the freedom and innovation that comes from a start-up, coupled with the security and support of our global company behind you. 

Your Focus

Customer Experience and Claims

  • Supervising and supporting your team to deliver operational targets and providing a “best in class” claims experience.
  • Providing support to policyholders to promptly resolve questions and complaints.
  • Ensuring claims are processed to comply with company policy, service level agreements, state regulations, and Department of Insurance regulations.
  • Assessing daily workflows and capacity to ensure effective and efficient team performance.
  • Assigning claims based on workflow backlog, complexity and team capacity.
  • Publishing monthly schedules to provide appropriate coverage across multiple time zones.
  • Champion product and process improvements that deliver benefits in the overall customer experience.
  • Liaising and collaborating with our global colleagues to support both company and department initiatives.
  • Provide feedback to support the development of new products by the Product team.

Team Leadership

  • Maintaining regular communication with your team through daily/weekly updates, 121s and leading team meetings. Making sure all team members are aware of team and product performance - and any knowledge gaps are addressed.
  • Making sure completion targets and quality expectations are consistently met and exceeded. Coaching, monitoring and supporting your team to improve performance, as needed.
  • Creating and maintaining relevant training materials so that your team is kept up to date and can give consistent standards of accuracy and quality.
  • Conducting weekly audits and providing technical coaching and processing guidance to claims adjusters, to maintain compliance standards.
  • Setting individual objectives and OKRs (in partnership with your team member) to manage and drive performance.
  • Supporting your teams' personal development goals, to encourage motivation and retention.
  • Anticipate hiring requirements to maintain customer service levels and quality standards.
  • Hire, onboard, train, and retain our new Claims Handlers.

What Leads to Success

Here are a few of the skills we are looking for in this position. Don’t worry if you don’t tick every box as it’s important for us to support you in your role and help you to develop along the way:

  • You'll have high emotional intelligence and be able to motivate, guide and develop others In your team.
  • Your colleagues describe you as flexible and adaptable - ambiguity doesn't faze you and you enjoy the Innovation It can bring.
  • You're all about customers! You get under the skin of our customers which allows you to create the best outcomes for our policyholders.
  • You have exceptional time management skills - you can easily plan your own workload and that of your team. You know how to delegate work - and coach others to success.
  • You're an active listener - questioning, summarizing, and reflecting with empathy.
  • You make a sound decision - trusting your own pragmatic judgment and being led by data.

What's Important

  • You'll have previous experience from a similar team leader/management role. You'll likely have been In this role for a couple of years and will know how to lead others competently and fairly.
  • You'll be adept at performance management, setting realistic and attainable objectives, holding regular reviews and sharing constructive feedback.
  • Insurance and Claims experience a plus, ideally in pet or health product lines. Ideally, you'll have veterinary experience (veterinary hospital managers are encouraged to apply!)
  • You'll be licensed as a property and casualty producer and adjuster - or be willing to obtain yours within first 30 days.
  • You'll be computer literate and able to operate multiple systems with ease, including Microsoft Office and Slack.
  • You'll be able to leverage reporting to improve customer service and financial results. You'll know how to pull meaningful Insight from data and reporting.

Inclusion at ManyPets

We believe diversity, belonging and inclusion are more than just words or things we should be 'seen' to be doing.  Having diversity at the core of our business makes us stronger - and the responsibility for creating an inclusive workplace rests with all of us.  We believe Black Lives Matter and we want you to join a company that makes unbiased choices and is committed to being anti-racist.  If you'd like to read more about this, please download our Approach to Inclusion pack. 

We promise to give you the same opportunities as everyone else and we won’t discriminate against you at any point in the process. This includes how we source talent, our interview process, our conditions of employment (including pay) and feedback.

Hybrid-Working

Everything changed overnight when the pandemic happened. Suddenly everything was different: whether we were in a home office, spare room, or makeshift desk: we were working on our own and dealing with Zoom calls, bad Wi-Fi, and a very different working day.  We now work from home and our company office, so we've created our Making Work, Work guide, which explains it all.

We offer a fantastic range of company benefits to suit everyone in a remote-first world, with a focus on supporting our physical and mental wellbeing. Coupled with a generous holiday allowance and regular care packs, we’re always looking for new ways to look out for our people.

Our Values

Our company values drive everything we do - and they are:

Show You Care | Do The Right Thing | Think Big | Work Together | Be Tenacious

Connect With Us!

LinkedIn | Instagram: UK  USA  Sweden| Facebook: UK  USA  Sweden | Twitter: UK USA | TikTok | Glassdoor | Indeed | FeeFo | Trustpilot | Crunchbase

Reasonable Adjustments and Support

If you need any help, support or advice at any point during the hiring process please email our Inclusion Council in complete confidence.  Our Inclusion Council is a cross-functional group of people from our global business - and they are not the hiring managers for this role.  We're here to make sure everyone has a fair and equitable experience when they're considering joining us.  If you want to talk or ask any questions, we are here to listen (and we'll do what we can to flex our approach to a process that suits you.)

Smell good?

A dog smelling something good

Apply for the Claims Team Leader opportunity.

  • Department: Operations
  • Location: Atlanta, Georgia, United States
  • Employment Type: Full-time, Permanent
  • Budgeted Salary Range: $65,000 - $70,000
  • Ways of Working: Hybrid
Apply