Services & Claim Transformation Lead

We are looking for a highly analytical and tech-savvy Claims & Services Transformation Lead  to lead the continuous improvement of our claims and customer service functions. This role focuses on driving efficiency, automation, and insight-driven decisions across our operational workflows. You will manage a customer services team while partnering closely with business team, product, data, and engineering teams to build scalable, tech-enabled solutions.

• Oversee and optimize end-to-end claims workflows, with a focus on automation, digitization, and cycle time reduction. 
• Lead initiatives to improve processes using data, systems, and user feedback — including RPA, AI models (fraud detection, NLP), and workflow tools.
• Analyze claim and services data to uncover inefficiencies, build dashboards, track performance, and propose actionable solutions.
• Collaborate with Tech, Product, and Data teams to scope and implement tools that improve accuracy, speed, and user satisfaction.
• Continuously refine SOPs, SLAs, and escalation protocols to ensure operational consistency and excellence.
• Lead and manage customer service and claims support team, ensuring performance and service quality across channels (WhatsApp, phone, email).
• Engage with insurer partners when needed to coordinate resolution for escalated claims or systemic issues.

• 3+ years of experience in process improvement, operations analytics, or digital transformation, ideally in tech-enabled businesses (e.g., fintech, healthtech, B2C platforms, shared services).
• Demonstrated ability to optimize operational processes using data, tools, and systems.
• Strong analytical mindset with the ability to work with Excel, SQL, or BI tools (e.g., Power BI)
• Experienced in using or managing teams that use platforms such as: Freshdesk, Kapture, VoIP, WhatsApp, Email, Lark.
• Strong project management skills, especially in cross-functional environments involving Tech and Product teams.
• Proven leadership experience in managing operations or customer service teams.
• Exposure to insurance, claims management, or regulatory workflows is a plus
• Clear communication skills and stakeholder management ability.

At FUSE, were redefining how insurance works — turning processes into seamless, tech-powered experiences. With operations across Indonesia, Thailand, and Vietnam, were building one of Southeast Asias most advanced AI Driven insurance technology.

Here, your impact is immediate:You wont just run operations — youll transform them.You wont just respond to problems — youll build systems that prevent them.You wont just follow change — youll lead it.

Join us if youre ready to optimize with AI, lead with data, and turn service workflows into intelligent, scalable systems

Information :

• Company : Fuse
• Position : Services & Claim Transformation Lead
• Location : Jakarta
• Country : ID