Head Claims Support Center (BI/PD)

About the Company

Maaze Underwriting Solutions delivers outsourced support across key insurance functions such as policy administration, claims handling, underwriting support, premium accounting, and customer service. The organization blends domain expertise with modern technology to provide secure, scalable services for insurance businesses. Its approach emphasizes strong data protection, dependable service delivery, and adherence to regulatory requirements while supporting clients across the United States.

Role Summary

This senior leadership position is based in Chandigarh and Ambala, India, and reports to the Claims Operations USA / Operations Unit India. The selected leader will set up and run a Claims Support Center in North India to support global Bodily Injury (BI) and Property Damage (PD) adjusters around the clock. The role calls for a highly experienced professional who can create a high-performing team from the ground up, establish efficient operations, and maintain quality, compliance, and stakeholder satisfaction.

Key Responsibilities

• Launch and make the Claims Support Center fully operational within 90 days.
• Build operating procedures, service quality benchmarks, and measurable performance indicators.
• Set up 24/7 shift coverage, including night duty from 6 PM to 3 AM IST.
• Create workflows that can expand to support adjuster teams working across different time zones.
• Map, document, and continuously refine the claims journey from FNOL through final closure.
• Define, implement, and maintain standard operating procedures for claims support activities.
• Track claim volume and task allocation, then recommend actions to keep workloads balanced and service levels on target.
• Spot bottlenecks and breakdowns in claims handling and introduce practical improvements.
• Review claim trends, exceptions, and outliers to identify fraud indicators, leakage, or process weaknesses.
• Bring together information from claims systems, CRM platforms, document repositories, and billing tools to build a complete view of each claim.
• Make sound decisions in uncertain situations while staying aligned with underwriting guidelines and risk limits.
• Protect compliance with internal rules and external regulations, including privacy, documentation, and fair claims handling requirements.
• Detect overpayments, missed recoveries, and avoidable expenses, and put controls in place to reduce leakage.
• Create and maintain checklists and documentation standards for reserves, settlements, and investigations.
• Act as the subject matter expert and first escalation contact for complex coverage or process-related issues.
• Coach team members on best practices, investigation quality, documentation discipline, and negotiation approaches.
• Deliver training on new products, tools, regulatory changes, and process improvements.
• Explain complex claims concepts clearly to both new hires and experienced adjusters.
• Lead end-to-end claims support work, including documentation, investigation assistance, and communication with stakeholders.
• Ensure all support activities follow regulatory requirements and company policies.
• Provide live operational support to field adjusters when needed.
• Drive ongoing improvement through automation, process redesign, and workflow optimization.
• Work closely with BI/PD adjusters to understand changing support needs.
• Partner with IT on system integration and tool enhancement.
• Collaborate with Underwriting, Legal, SIU/Fraud, Finance, and Operations teams.
• Represent Claims in projects and workshops and clearly communicate impact on adjusters and customers.
• Influence adoption of new tools, processes, and behavioral changes without direct reporting authority.
• Share operational results, insights, and strategic initiatives with senior management.

Requirements

• At least 10 years of experience in claims management, with proven leadership exposure.
• Bachelor’s or Master’s degree in Business, Finance, Insurance, or a related discipline.
• Direct hands-on experience with BI (Bodily Injury) and PD (Property Damage) claims.
• Strong working knowledge of claims management systems.
• Advanced understanding of insurance regulations and compliance practices.
• Solid grasp of investigation methods and documentation standards.
• Experience with process automation and workflow improvement.
• Demonstrated ability to build and scale high-performing teams from the ground up.
• Strong change management and organizational development capabilities.
• Experience managing 24/7 operations and shift planning.
• Excellent communication, project coordination, and interpersonal abilities.
• Analytical thinking with strong problem-solving skills.
• Comfort working with culturally diverse and multi-generational teams.
• Professional certifications such as CPCU, AIC, ARM, or similar are preferred.
• Experience in offshore or nearshore operations is preferred.
• Exposure to Lean Six Sigma or other process improvement methods is preferred.
• Familiarity with AI, automation, and analytics tools used in modern claims operations is preferred.

Additional Information

The role is intended for a full-time leadership professional based on site in Chandigarh / Ambala. The position includes night-shift operations as part of a 24/7 support model. The opening is designed to create a new support center and therefore requires strong execution capability, team-building ability, and comfort working across global teams and time zones.

Application Notes

B.Tech / B.E. in any specialization is listed as the eligibility criterion for applicants.

Work Model

On-site leadership role in Chandigarh and Ambala, India.