Head of Global Claims Operations

About Futuristic Underwriters Pvt. Ltd.

We are a business transformation centre dedicated to achieving efficient underwriting operations, utilizing its artificial intelligence capabilities, and further advancing its digital transformation and innovation. We will advance Futuristic Group’s global strategy through pioneering work in streamlined underwriting processes, artificial intelligence, telematics, and analytics, while also providing critical business support functions across underwriting, claims, and operations. Our focus is to set up a hub for incubation—developing next-generation insurance and technology solutions that will shape the industry’s future.

Shift timings: 6pm-3am IST

The Position Lead the establishment and operations of a strategic Claims Support Center in Noida, driving 24/7 excellence in claims processing support for global BI/PD adjusters. This is a leadership role requiring a seasoned professional to build, mentor, and scale a high-performance team from ground up.

This position will have responsibility for:

Strategic Leadership: Establish and operationalize the Claims Support Center within 90 days Develop comprehensive operational procedures, quality standards, and performance metrics Design and implement 24/7 shift operations including night shift (6 PM - 3 AM IST) Create scalable processes to support global adjuster teams across multiple time zones

Claims Process & Workflow Management Ability to design, document, and continuously improve end-to-end claims workflows (FNOL to closure) to improve speed, quality, and cost. Ability to define standard operating procedures (SOPs) and ensure adjusters and operations teams adhere to them. Ability to monitor claims inventory and workload distribution, and recommend actions to balance capacity and meet SLAs. Ability to identify bottlenecks or failure points in claims handling and propose practical process fixes.

Core Analytical & Problem-Solving Skills Strong ability to analyze claim patterns, exceptions, and outliers to detect potential fraud, leakage, or process gaps. Ability to use data from multiple systems (claims platform, CRM, document management, billing) to form a holistic view of the claim. Ability to prioritize and decide quickly in ambiguous situations, while staying aligned with guidelines and risk appetite.

Quality, Compliance & Risk Management Ability to ensure regulatory and internal compliance (documentation standards, privacy, fair claims handling, local regulations). Ability to identify claim leakage (overpayments, missed recoveries, unnecessary expenses) and recommend preventative controls. Ability to create/review checklists and guidelines to standardize proper documentation, reserves, and settlement practices.

. Adjuster Support & Coaching Ability to act as a subject matter expert and first point of escalation for adjusters on complex coverage or process questions. Ability to coach and mentor TEAM on best practices, documentation quality, investigation standards, and negotiation strategies. Ability to conduct training sessions on new products, processes, tools, and regulatory changes impacting claims. Ability to communicate complex concepts in simple language, tailored to new joiners as well as experienced adjusters.

Operational Excellence & Team Management Build end-to-end claims support activities including documentation, investigation support, and stakeholder communication Ensure compliance with regulatory requirements and company policies Manage real-time support delivery to field adjusters Drive process improvements and automation initiatives

Stakeholder Management Collaborate closely with BI/PD adjusters to understand support requirements Coordinate with IT teams for technology integration and system optimization Report to senior management on operational metrics and strategic initiatives Ability to collaborate with cross-functional teams (Underwriting, Legal, SIU/Fraud, IT, Operations, Finance) to resolve claim issues. Ability to represent claims in projects and workshops, ensuring adjuster needs and customer impacts are clearly articulated. Ability to influence without authority, driving adoption of new processes, tools, and behaviors across the claims team

Requirements: Minimum 14+ years in claims management with proven leadership experience. Bachelor's/Masters degree in Business, Finance, Insurance, or related field. Essential: Hands-on experience with BI (Bodily Injury) and PD (Property Damage) claims. Proficiency in claims management systems. Advanced knowledge of insurance regulations and compliance requirements. Strong understanding of investigation procedures and documentation standards. Experience with process automation and workflow optimization. Proven track record of building high-performance teams from scratch. Strong change management and organizational development skills. Experience managing 24/7 operations and shift scheduling.

Preferred Qualifications Professional certifications (CPCU, AIC, ARM, or equivalent)

Why You’ll Love Working Here Founding member of India’s AI engineering team Hands-on work with global insurance data & real business impact Learn from cutting-edge AI practices in an innovation-first culture