Digital TPA Claims Manager

About the Role

Ancileo is the technology backbone behind travel insurance for some of the world's largest insurers and distributors. We are the Digital TPA: a Third-Party Administrator built on a modern technology platform, handling claims for a growing portfolio of major insurer clients across the region.

The Digital TPA Claims Manager owns the operational quality of that service. You manage our claims team that delivers it, you are the main contact point for our insurer clients on reporting and escalation, and you are accountable for SLAs across all of them.

This role owns whether our insurer clients trust us with more volume next year, measured in SLA compliance, response quality, and the operational discipline of the team you lead.

What You Own (4 Pillars)

1. TPA Team Management

- Day-to-day management of Ancileo's claims team (performance, capacity, capability development)

- Hire and grow the team as client volume scales

- Build the operational rhythm (standups, capacity planning, peak-period playbooks)

2. Main Client Contact for Reporting

- Per-client monthly/quarterly SLA reviews with each insurer client

- Documented reporting cadence per client. No insurer goes a month without hearing from us

- Translate operational data into the narrative each client needs

3. Ops Escalation

- Triage incoming ops issues from clients and TPA partners

- Decide what gets engineering bandwidth (you bring the prioritised list to the Head of Lea, who sequences it against product work)

- Surface root causes, not just incidents

4. SLA Accountability (your headline KPI)

- Per-client SLA tracking and pre-breach detection (alerts at 80% of SLA, not after)

- Cross-client SLA benchmarking. Where are we strong, where are we exposed

- Continuous SLA improvement. Own the dial, don't just report it

How You Work

You operate with significant autonomy over the four pillars. You don't wait for instructions. You set the rhythm, build the reporting infrastructure, and make operational decisions independently.

You are tech-enabled. You don't just use AI tools. You've actually built things in your current role, even simple ones (a Zapier flow, an Excel macro, an automated report, an AI-assisted workflow). You can name something you shipped, what broke along the way, and what you want to try next. If your AI experience is we use ChatGPT to draft emails, this isn't the role.

You are constitutionally unhappy with manual processes. When you see a workflow that takes 4 hours a week, your first thought is how could this take 30 minutes. You've been chewing on at least one thing you'd love to automate but haven't gotten around to.

You'll work closely with engineering, the claims team, and insurer client contacts daily.

You Are a Good Fit If You

On the bar (must clear all three):

·     You have actually built or automated something in your current role, and can describe what, what broke, and what's next

·      You generate ideas unprompted about how to improve the operations you run today. Things are working fine is not how you think

·      You ask diagnostic questions about the work, the team, and the constraints. You treat conversations as two-way

On the domain:

·     5 to 8 years in claims operations, insurance operations, or TPA management

·     Direct experience working with insurer clients. You understand their expectations and how to manage them

·     You've owned an SLA contract. You know what it takes to hit it consistently, and how to talk to a client when you don't

·     You've managed or mentored a team, formally or informally

·     You think in systems and pipelines, not just individual cases. You see the full loop from intake to resolution

·     You're comfortable with data. You can build a dashboard, spot a trend, and explain what it means

On the way you work:

·     You can push back respectfully when priorities conflict or when something doesn't make sense

·     You take ownership. If it touches the SLA dial, it's yours until it moves

What This Role Looks Like in 6 Months

If we hire the right person, here's what's true 6 months in:

·     Every insurer client has a documented monthly reporting cadence and a named owner (you)

·     A per-client SLA dashboard exists, is current, and pre-breach alerts are firing at 80% of SLA

·     The claims team has clear capacity planning, a peak-period playbook, and a documented hiring loop

·     At least one operational workflow you inherited as manual has been automated or AI-assisted, by you or by someone you directed