Associate Manager - Digital solutions and claims management

The role is responsible for introducing and managing digital payment solutions to reduce compensation costs, ensuring compliance, and improving claims governance. Key objectives include implementing additional payment modes such as e-vouchers, monitoring issuance for accuracy and fraud prevention, and phasing out legacy processes like EMDs. The position also oversees enhancements to compliance portals and websites, ensuring accurate logic for cancellations and force majeure cases, while driving customer adoption of self-service options. Additionally, the role focuses on strengthening claims governance through workflow improvements, digital consent mechanisms, cost estimation, and clear SOPs to reduce turnaround time and improve decision-making.

1. Introduce additional payment modes e.g. e-Voucher to reduce overall compensation cost
   
   
   
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      • Monitor daily e-voucher issuance for accuracy and fraud prevention.
      
      
      • Enable higher-value e-vouchers, especially for EU/UK markets.
      
      
      • Verify revenue accounting and validate monthly invoices.
      
      
      • Handle customer complaints regarding voucher usage.
      
      
      • Create incentives for customers and teams to maximize voucher issuance.
      
      
      • Implement technology solutions, such as recording customer consent for high-value vouchers.
      
      
      • Begin phasing out EMDs from airports except for e-vouchers.
      
      
      
      
   
   
   
   

2. EU / UK and other website or compliance portals
   
   
   
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      • Work with D&T to enhance the current EU/UK website portal to include cancellation options.
      
      
      • Modify logic to incorporate married segments and reduce duplicate records for exchanges versus original bookings.
      
      
      • Implement logic to immediately refuse payment in force majeure cases.
      
      
      • Conduct daily monitoring of submissions, correct bank details, follow up to closure, and manage rejections effectively.
      
      
      • Create avenues to encourage usage of this portal directly by the customers instead of third parties.
      
      
      
      
   
   
   
   

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   2. Improve claims governance
      
      
      
      • DoA implementation in the workflow and create ways to seek recorded digital consent.
      
      
      • Reduce Claims turnaround time by reducing the decision-making time
      
      
      • Define clear SOP on what is the ‘reason’ for flight disruption established and whether that translates into actual claim.
      
      
      
      
   
   
   
   

• Cost Savings: Reduction in compensation payout / Reduce compensation payout

• Audit Compliance

• Process Efficiency: Reduce turnaround time for compensation cases and the need for legal escalation handling

• Improve Customer Experience: Email CSAT improvement / reduction in compensation related complaints