Manage and be accountable for auto and other claims operations member service employees
Develops engaged employees through regular coaching and feedback to deliver business results
Executes process improvements, provides feedback on the process and leads organizational process changes
Drives execution of operational risk management, regulatory compliance training, policies and procedures
Inspects and reviews quality of claim files and provide feedback to employees
Proactively identifies opportunities to improve operational effectiveness, member experiences and processes
Achieves optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions
Responsible for ongoing monitoring of work to ensure consistent execution of processes
Handles escalations and makes appropriate decisions based on the policy
Facilitates and guides employees through skill identification and developing for career progression
Supports projects by serving as a subject matter expert
Hires, develops, and coaches claims employees for results delivery

Bachelor’s degree: OR 4 years of related experience may be substituted in lieu of degree
6 years of progressive customer service, operational, military or leadership experience to include a minimum of 2 years of claims handling experience required with demonstrated proficiency
2 years of direct team lead, supervisory or management experience
Experience using and interpreting data to make decisions
Demonstrated leadership, initiative, customer service and/or claims handling skills
Acquisition and maintenance of applicable insurance adjuster license within 6 months time in role.

Manager, Claims Operations – Auto Complex

Key skills