Sunil Bhatt
Claims Operations Manager @Gardx Assure
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WORK HISTORY
Claims Operations Manager @Gardx Assure
Managing the overall performance of the claims function, including people, processes, and systems.• Recruitment of new team members to support the migration of claims handling away from Europe to a new UK-based team• Supporting automation and the migration to a new in-house CRM system to support efficiency and great customer journeys• Lead, coach, and develop the claims team to ensure high standards of service, accuracy, and compliance.• Own and refine claims strategies, policies, and procedures in line with business goals and industry best practices.• Act as a senior escalation point for complex or high-value claims, providing expert input and oversight.• Collaborate with senior leadership, underwriting, customer service, and external partners to ensure smooth end-to-end claims handling.• Monitor and report on key claims metrics, trends, and risk indicators to inform business decisions.• Champion continuous improvement, identifying opportunities to enhance efficiency, automation, and customer outcomes. • Ensure all claims are handled in accordance with Company procedures, policy terms and regulatory standards, maintaining a consistent focus on fairness, accuracy and customer service.• Lead internal claims audits and support external regulatory or partner audits by preparing documentation, addressing findings, and implementing corrective actions where required.• Effectively manage and resolve customer complaints in a timely and professional manner, ensuring customer satisfaction while adhering to company policies and service standards.
EDUCATION
University of Westminster
Batchelor of Science, Industrial Systems and Business Management
ABOUT SUNIL BHATT
I learned what great customer service delivery looks like as a Claims Advisor, speaking to customers on the phone and providing an empathetic and high-quality service to customers when they needed us most. Over the years, I have been privileged to have advanced to Senior Leadership Team level at a health insurance start-up, supporting a growing business from 4 to over 550 employees over 20 years. I persistently foster a positive work culture where ideas flowed freely, leading to some exceptional results and some incredibly proud moments.As a leader of people, I focus on continuous development, efficiency, and supporting the delivery of great services that are backed by efficient systems and processes. I believe in having open and honest conversations, being aligned on objectives and outcomes and in taking people on a journey they are proud to be on. I lead my teams with sincerity, honesty, empathy and with a \"listen to understand\" mentality. I’ve always been clear on the commercial goals and objectives and always do my best to bring the customer to the table, welcoming, supporting and delivering change where change is essential in an ever-changing world.I excel at identifying and solving problems, streamlining processes, and integrating new technologies to improve efficiency and productivity, whilst reducing effort across sales, servicing and customer retention. I naturally build great relationships and rapport with clients, customers and my peers through clear communication. My skills include managing budgets with a key focus on contributing to the delivery of strategic business objectives. I am always ready to roll my sleeves up to support my team, celebrating success and retrospectively identifying what we can do even better next time.I guess my real professional summary is this - I get up each morning with a sense of purpose, knowing what I need to deliver today. I like to go home satisfied that I’ve made a positive difference to someone’s day.
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