Survey Manager
Job Purpose
The purpose of this role is to lead, develop, and strengthen the Motor Claims Survey Team to ensure efficient, accurate, and timely motor claim assessments in accordance with company standards and policy conditions. The role is responsible for delivering consistent, customer-focused claim survey services, including proactive 24/7 complaint resolution support where required.
This position is accountable for effective management of claim survey operations, workshop (repair shop) coordination, fraud detection and prevention, cost control, and recovery monitoring. The role ensures optimal turnaround time (TAT), quality of repair assessments, and compliance with approved workshop standards, while safeguarding the company’s financial and reputational interests.
The Manager is expected to lead the assigned Claim Survey Team with professionalism, discipline, and strong governance, ensuring high service quality, ethical conduct, and seamless coordination with internal stakeholders and external workshops.
Job Description
- Lead, supervise, and develop the assigned Motor Claims Survey Team to ensure high-quality survey assessments, consistent professionalism, and strict compliance with company policies and procedures.
- Ensure continuous and responsive claim survey operations, including availability and support for urgent cases and customer complaint resolution on a 24/7 basis in line with business requirements.
- Conduct regular site visits to appointed and non-appointed workshops, including weekends when required, to:
- Monitor vehicle repair progress and turnaround time (TAT)
- Verify repair scope, technical accuracy, and quality standards
- Ensure adherence to approved estimates and repair timelines
- Collect and verify invoices, vouchers, and supporting documents
- Detect, prevent, and report potential fraud, collusion, or irregular practices
- Perform daily review and validation of repair estimates to ensure pricing is fair, reasonable, and aligned with market standards, approved parts pricing, and company guidelines.
- Identify and escalate suspicious cases, including inflated repair costs, procurement or parts-related irregularities, and theft-related or fraud-suspected claims, in accordance with internal escalation protocols.
- Manage recovery processes by:
- Collecting damaged parts, materials, and recovery-related evidence
- Preparing and presenting cases for escalation to the UCNP Committee
- Supporting and monitoring recovery actions to maximize recovery amounts on behalf of KBZMS
- Coordinate closely with internal stakeholders, including Claims Handling, Recovery, Finance, and Payment Processing teams, to ensure timely claim settlement and effective issue resolution.
- Maintain accurate and complete documentation, reporting, and tracking of survey findings, fraud indicators, recoveries, workshop performance, and operational risks.
- Uphold high standards of professional conduct, ethical behavior, and customer-centric service in all interactions with customers, workshops, and internal stakeholders.
Job Requirements
- Bachelor’s degree in any field.
- Minimum five years of relevant working experience in motor insurance claims handling, including complex and high-value claims.
- Proven experience in claims investigation, assessment, negotiation in compliance with company guidelines.
- Experience in fraud detection, loss mitigation, and recovery processes.
- Demonstrated ability to lead, supervise, and mentor claim surveyors.
- Excellent communication, negotiation, and stakeholder management skills.
- Strong ability to manage workloads under pressure and meet strict turnaround times.
- High level of professional integrity, confidentiality, and ethical standards.
- Ability to collaborate effectively with teams.
- Advanced proficiency in Microsoft Word, Excel, PowerPoint, and Outlook.
- Fluent in English.
Job Details
Manager
Claim
Motor Claim Survey
