Associate - Ops

Company Description
**WNS (Holdings) Limited (NYSE: WNS)** is a global Business Process Management (BPM) leader. WNS offers business value to 400+global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities.

**Why Join Us?**

At WNS, our mission is to enable clients to outperform with our passion for service and innovation. At the heart of each client engagement is our pursuit to understand our client’s business, and create impactful solutions that can drive agility and excellence into their business processes. Our promise of outperformance stems from our deep domain expertise, partnership approach and a global delivery network.

Our mission as an organization is guided by our CIRCLE of values: Client First, Integrity, Respect, Collaboration, Learning, Excellence.

We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and enjoy wide variety of best in class benefits including free HMO coverage for self and dependent from Day 1; Also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

**Job Description**:
Objective of the Role

Deliver industry leading service excellence whilst maintaining a commercial focus that drives business outcomes. Facilitate an efficient and cost-effective end to end claims experience that relieves stress and creates peace of mind for our customers in the moments that matter.

Key Accountabilities
- Lodge new insurance claims for our customers and intermediaries
- Determine coverage through exploratory questioning, policy interpretation and using judgement and analysis to make informed decisions
- Elevate the customer experience through setting clear expectations of the claim process and effectively communicating how the claim will be managed
- Negotiate and obtain collection of customer excess including appropriate education of payment options
- Respond to and manage customer, supplier and repairer and third-party enquiries on existing claims via customer channel of choice with a focus on cost management and progressing and finalising the claim
- Respond to and manage claim activities; customer, supplier and repairer correspondence and complaints within agreed timeframes and obligations
- Ensure information provided to the customer is clear, complete and accurate based on sound knowledge and understanding of claim policies, processes and their intent
- Ensure claim review is completed on each claim touch; liaise with suppliers and repairers to ensure timely replacement and/or repair experience for our customers and claim is progressed efficiently, actively contributing to overall reduction of customer life of claim and effective financial management
- Identify opportunities to improve processes and systems and participate in their testing, in order to contribute to the overall efficiency and cost effectiveness of the Claims function
- Accountable for decision making within policy guidelines and delegations of authority to deliver best outcome for the customer and the organisation
- Appropriate and professional workplace behaviours, assist other team members and willingly undertake other key responsibilities and activities to contribute to overall portfolio health
- Demonstrate responsibility for own personal development and professional learning goals and actively participate in performance review process in conjunction with direct Leader
- Shift option:
Flexi Part Time roles with a minimum of 15hrs per week offering a variety of shift options over 7 days in the week along with a variety of start windows

Option 1 - 2daysX 7.5hr shifts (8hrs incl. lunch)

Option 2 - 3 days x 5hr shifts

Full time: 38 hrs per week offering a variety of shift options between Monday - Saturday along with a variety of start windows

Start windows mean you can be asked to start any time between the hours of that window. You must be able to fully commit to the shift window.
- Dedicated private work area
- Ergonomically set up (desk/chair)
- Reliable Internet
- Active Landline connection
- Monitor
- First aid kit and fire blanket

**Qualifications**:

- Relevant tertiary qualification desired (Business, Finance, Commerce)
Experience
- 1-2 years working in general insurance preferred
- Call centre experience preferred
- Experience working within a customer service environment
- Computer literacy and navigational skills using multiple systems simultaneously
- Demonstrated ability to achieve targets
- Experience working in a fast p