Team Lead – Claims Service

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Skills you'll use

What you'll do

• As a team lead, you provide functional leadership of a Claims Service team (claims agents) and are responsible for its operational performance and continuous development.
• One of your core responsibilities is to ensure the accurate, timely, and compliant handling of compensation claims. You oversee case processing and actively contribute to operational claim handling, including managing complex investigations yourself, while acting as escalation point for high-value or sensitive cases.
• You structure and facilitate team meetings and case discussions, ensuring knowledge sharing, alignment on standards, and consistent decision-making.
• You actively contribute to the development and optimization of processes, policies, and research workflows to improve efficiency and quality.
• You plan and coordinate workload distribution within the team, ensuring that SLAs, quality standards, and productivity targets are met. At the same time, you maintain transparency on team performance and operational risks.
• You report directly to department management, preparing relevant insights, highlighting trends, and deriving actionable recommendations to improve performance and reduce claims volume.

Who can apply

• Bachelor's or Postgraduate degree in any discipline.
• Minimum of 6 years of experience in a corporate environment, with at least 2 years as a team lead or project manager.
• Business fluent English

Perks & benefits

About DHL Group

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