Director, Claims Operations – Injury Operations

Role Overview

• Manages and is accountable for auto, property, and other claims operations member service teams who are responsible for delivering business results
• Responsible for leading execution change management, claims strategies, leader development and technology adoption
• Drives execution of operational risk management, regulatory compliance training, policies and procedures across multiple teams
• Selects, develops, leads and holds managers accountable for serving members and providing appropriate solutions in auto, property and other claims operations through their teams
• Consistently coaches managers on leading their teams on claims handling, inspecting and reviewing quality of claims and responding to escalations
• Responsible for achievement of assigned goals, objectives and scorecard deliverables
• Plans, organizes, and controls the resources to deliver the appropriate claims service
• Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act
• Provides guidance on technical matters, monitors claims reserves and extends settlement authority
• Responsible for service, loss control, and loss adjustment expense
• Identifies trends and develops action plans as appropriate
• Understands, researches, and works to influence the financial impact for their respective business area
• Inspires a high-performance team that works to deliver exceptional experiences to the members and achieve exceptional results
• Creates conditions for success removes obstacles, leads and champions change
• Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures

Requirements

• Bachelor’s degree; OR 4 years of related experience (in addition to the minimum years of experience required) may be substituted in lieu of degree (12 years of experience in lieu of a degree)
• 8 years of progressive customer service, operational, military or leadership experience to include a minimum 6 years of P&C experience with 4 of those years in claims required with demonstrated proficiency
• 3 years of direct team lead or management experience
• Demonstrated team leadership, cross-functional collaboration, building business solutions, and/or claims accountabilities
• Experience using, interpreting, solutioning and leading with data

Benefits

• comprehensive medical, dental and vision plans
• 401(k)
• pension
• life insurance
• parental benefits
• adoption assistance
• paid time off program with paid holidays plus 16 paid volunteer hours
• various wellness programs
• career path planning and continuing education