* Supervise the cabin team’s daily operations to ensure service and productivity KPIs * Organize and distribute workloads efficiently. * Provide training, coaching, and feedback to personnel under supervision * Resolve and take action on escalated cases requiring decision-making * Ensure the supervised team complies with and correctly applies organizational policies * Monitor correct assignment of auto claims within the Guadalajara Local Zone * Analyze area KPI reports to identify process improvements * Ensure adherence to service experience standards for both internal and external customers * Design and implement strategic plans. * Develop and implement a career development plan for the supervised team * Maintain effective communication with direct reports and other departments. * Bachelor’s degree in Business Administration, Engineering, or related field * Minimum 3–5 years of experience in the insurance sector, preferably in auto claims or customer service * Prior leadership experience of 1–2 years managing operational teams * Decision-making under pressure and ability to delegate effectively * Advanced proficiency in insurance management tools and software (claim inquiry and administration platforms) * Advanced MS Office skills, especially Excel, for data analysis and reporting. * Knowledge of Net Promoter Score (NPS) service indicator