Head - Travel Insurance Claims

About Volaron Tech (a subsidiary of Tripjack)

Volaron Tech is a fast-growing, PE-backed company building cutting-edge products in the insurance and value-added services space. We are proud to be a subsidiary of TripJack, Indias leading B2B online travel platform, making us part of the dynamic and high-growth travel industry. Our leadership team brings rich experience from top global organizations like Citi, PhonePe, HDFC Bank, Aviva, Bain etc. At Volaron, we’re building innovative solutions with a young and passionate team based in a vibrant co-working space in Mumbai’s western suburbs. If you’re looking to be part of a high-energy environment with exciting growth opportunities, we’d love to connect!

Role: Head - Travel Insurance Claims

Location: Mumbai ( Goregaon )

Experience:6-10 years

Education: Graduation Degree, preferably MBA from Tier I/II B-School

Key Responsibilities

• Team & People Management
• Lead, coach, and manage the Claims Support team to ensure consistent performance and service quality.
• Allocate claims effectively across the team and ensure optimal workload distribution.
• Monitor individual and team KPIs such as TAT, accuracy, closure rate, and customer satisfaction.
• Conduct regular performance reviews, feedback sessions, and training interventions.
• Act as the first escalation point for team members on complex or sensitive claims.
• Claims Operations
• Own end-to-end claim lifecycle governance across the team, from intimation, documentation, processing, approval/rejection, and closure.
• Ensure all claims are registered accurately with insurance companies and TPAs as per defined SLAs.
• Review documentation quality and ensure compliance with insurer-specific requirements.
• Proactively track aging claims and drive follow-ups to prevent delays.
• Handle high-value, critical, or escalated claims directly when required.
• Lead, coach, and manage the Claims Support team to ensure consistent performance and service quality.
• Stakeholder & Escalation Management
• Serve as the primary escalation interface with TPAs and insurance companies for unresolved or delayed claims.
• Maintain strong working relationships with insurer and TPA teams to improve turnaround and issue resolution.
• Coordinate with internal sales, operations, and relationship teams to ensure alignment and timely communication.
• Ensure timely and accurate communication to travel agents/customers in case of exceptions or delays.
• MIS, Reporting & Compliance
• Review and publish daily/weekly/monthly MIS on claim volumes, TAT, pendency, rejection trends, and escalations.
• Ensure accurate documentation and record maintenance to support audits and compliance requirements.
• Analyze data to identify recurring issues, bottlenecks, and insurer/TPA-related challenges.
• Process Improvement
• Drive continuous process improvements to enhance efficiency, reduce claim TATs, and minimize errors.
• Implement standard operating procedures (SOPs), checklists, and quality benchmarks for the team.
• Collaborate with leadership to implement automation or system enhancements where applicable.
• Ensure adherence to regulatory, insurer, and internal compliance standards.
• Business Process Transformation (Claims & Customer Service)
• Act as the transformation lead for Claims and Customer Service, defining the target operating model, multi-year roadmap and measurable outcomes (TAT, cost per claim, first-contact resolution, NPS/CSAT).
• Map current-state (as-is) processes end to end, identify pain points, hand-offs and redundancies, and design simplified, scalable future-state (to-be) processes.
• Partner with Product and Tech teams to digitise the claims journey, including online claim intimation, document upload, real-time status tracking, and API integrations with insurers and TPAs.
• Identify and drive automation and AI opportunities such as chatbots, auto-acknowledgements and proactive status notifications to travel agents and customers.
• Build a Voice of Customer framework using feedback, complaint and rejection analysis to address root causes and reduce repeat escalations.
• Define and track transformation KPIs, build business cases for new initiatives, and present progress and impact to senior leadership.
• Benchmark against industry best practices and introduce frameworks such as Lean, Six Sigma or Kaizen to build a culture of continuous improvement.

What We're Looking For

• Qualifications and Experience required:

• 10+ years of robust experience in Insurance claims, preferably with a reputed insurance company, TPA or insurance broker.

• Minimum 2–4 years of experience managing claims teams or operations.

• Familiarity with insurer/TPA portals and claims submission procedures.

• Proven track record of leading business process transformation, automation or digitisation initiatives in claims, operations or customer service; Lean / Six Sigma certification preferred.

• Graduation Degree, preferably MBA from Tier I/II B-School

• Key competencies for the role:

• A customer-focused mindset with a high degree of empathy and professionalism in all interactions.

• Demonstrated commitment to customer centricity, ensuring a smooth, transparent, and supportive claims experience for travel agents and their customers.

• Strong negotiation, communication, and stakeholder management skills.

• High resilience and comfort with ambiguity in a dynamic start-up ecosystem.

• Transformation mindset with the ability to challenge the status quo, think in terms of systems and customer journeys, and turn strategy into execution.

• Strong analytical and problem-solving skills, with comfort working alongside Product and Tech teams on requirements, process flows and user acceptance testing.

• Ability to engage and transact with senior internal and external stakeholders.

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