The challenge

A leading claims management provider was looking to expand its insurance client base. But they didn’t just need anyone. They needed talent that put customer satisfaction and timely delivery above all else. To be precise, they needed 300 roles within six months for two major client projects.

To make it happen, they also needed a partner that could build and scale professional teams from the ground up. But with no leadership team to guide the process, they couldn’t settle for any RPO partner. They needed PeopleScout to support their insurance recruitment needs.

The solution

This RPO solution started with insight. 

Mapping the market

We started with analysing competitors, identifying talent strengths and defining what good looks like. An extensive talent pool was then built across levels – from claims case managers to leadership, touching upon both medical management and business professionals.

Engaging the candidates

The next step was to get the right candidates interested at the right time. Active talent pools meant we were ready before requisitions even opened. And with our efforts to reduce time-to-hire and keep sourcing costs under control, we were right where we wanted to be.

We collaborated with client project managers to keep the recruitment management agile. That included reviewing resourcing plans, candidate pipelines, conversion rates and progress against milestones.

Building the team

Our next order of business was to put together a leadership team for both accounts. Which is exactly what we did – before moving on to deputy and other team roles. Our workforce planning made sure that we took future hiring needs into account – building a pipeline that left no space for gaps.

The transition after full-staffing was as seamless as it comes. We moved to a source-and-screen model, helping the business’s internal teams backfill vacancies with ease.

Results

We didn’t just meet expectations, we exceeded them. With 300 roles delivered on time and on budget, we reduced the time-to-fill across the programme to 20-40 days, based on the role.

The business was able to launch both major client accounts with fully staffed, leadership -led teams from day one. But the impact went deeper than that. Claims management remained disruption-free, customer satisfaction went higher and future talent pipelines complemented their ongoing hiring needs.

Just as importantly, the programme closed with stronger foundations than it started with. Detailed reporting, open feedback loops and a highly adaptive delivery model built trust at every stage – while our ability to work seamlessly across different client teams, stakeholders and internal policies showed the flexibility and resilience needed to deliver at scale, under pressure, and without compromise.