Team Leader - Health claims (individual policies)

Job summary

We are seeking an experienced and results‑driven team leader to supervise a health claims handling team focused on individual policies. The role is responsible for day‑to‑day operational oversight, ensuring service quality, productivity, compliance with procedures, and adherence to SLAs and client requirements. The team leader plays an essential role in people management, performance monitoring, and continuous improvement of claims workflows.

ROLE

Team management & daily operations

• lead, supervise, and support a team of claims handlers processing individual health policies
• allocate work, monitor workloads, and ensure balanced case distribution
• ensure claims are processed accurately and within agreed SLAs
• act as the first escalation point for complex, sensitive, or high‑value claims

Performance monitoring & quality control

• monitor productivity, quality, SLA performance, and key KPIs
• perform regular file checks to ensure correct benefit application and documentation
• ensure compliance with procedures, contracts, and client requirements
• work closely with quality assurance to address findings and apply corrective actions

Coaching, training & people development

• provide on‑the‑job coaching, technical support, and guidance to the team
• identify training needs and support onboarding of new team members
• conduct feedback sessions and contribute to performance evaluations
• help foster a positive and high‑performance team culture

Process & continuous improvement

• identify operational inefficiencies, bottlenecks, and recurring issues
• propose and support improvements in workflows, customer service, and turnaround times
• support implementation of new procedures, systems, or client requirements

Stakeholder & escalation management

• liaise with medical teams, provider relations, client service teams, and management
• manage escalations from clients, providers, or internal stakeholders
• ensure timely and professional resolution of issues

Reporting & management information

• prepare or contribute to reports on volumes, performance, backlogs, and quality indicators
• provide visibility to management on risks, issues, and improvement actions

REQUIREMENTS

Qualifications & experience

• university degree in business administration, finance, insurance, or a related field
• minimum 3–5 years of experience in health insurance or TPA claims operations
• experience as a claims officer, supervisor, or team leader is preferred
• strong understanding of individual health insurance products, workflows, and SLAs
• knowledge of the greek health insurance and healthcare market is an advantage

Skills & competencies

• leadership and people‑management skills
• strong decision‑making and problem‑solving abilities
• excellent organization, responsibility, and ownership
• ability to manage priorities and deadlines
• customer‑focused and quality‑oriented mindset
• strong communication skills in greek and english
• good command of MS office and claims systems
• AI literacy and familiarity with data insights:  (Generative) Artificial Intelligence or GenAI or AI, Data Analysis, (Microsoft) Copilot, ChatGPT

Preferred (optional)

• experience in a TPA environment
• experience managing individual health (retail) policies
• exposure to audits, quality assurance, or process improvement

91617 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 

At Allianz, we stand for unity: we believe that a united world is a more prosperous world, and we are dedicated to consistently advocating for equal opportunities for all. And the foundation for this is our inclusive workplace, where people and performance both matter, and nurtures a culture grounded in integrity, fairness, inclusion and trust. 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations. 

Great to have you on board. Let's care for tomorrow.