Claims Operations Director/Manager

Essential Duties & Responsibilities

• Leads and directs the work activities and has full management accountability for the performance and development of subordinate staff in accordance with corporate strategic direction.
• Establishes and maintains strong collaborative relationships with internal and external customers and peers.
• Assists subordinate supervisors in resolving high visibility problem cases or issues, acting with a sense of urgency and taking accountability for resolution.
• Champions process improvements that cut across organizational lines.
• Plans and delivers improvement projects managing scope, timeline, resources, impacts and business outcomes.
• Develops new and leverages existing tools and reports to aid in data collection, analysis and strategic planning to achieve superior results.
• Counsels others in the use of metrics-based decision making.
• Develops financial plans and budgets and establishes strategic and performance goals.
• Actively manages staffing levels, headcount and productivity to optimize service delivery.
• Responsible for staying up to date on trends and developments within functional area of expertise as well as the insurance industry.
• Anticipates industry changes and offers innovative solutions.
• Sets appropriate stretch goals that drive industry leading service.
• Ensures strategic plan implementation is consistent with department/corporate goals, policies, quality assurance and growth objectives.
• Ensures customer satisfaction, quality and financial results are met.

Skills, Knowledge And Abilities

• Strong knowledge of the insurance industry and in depth knowledge of the organization's products, policies and procedures, stays informed on relevant insurance industry trends.
• Proven ability to effectively lead and motivate others in accomplishing established goals, builds a competitive organization by attracting, managing, developing and retaining the talent needed to win.
• Strong strategic orientation and business planning skills with the ability to develop clear business plans aligned with business strategy.
• Excellent analytical and problem solving skills.
• Strong communication and presentation skills both verbal and written.
• Ability to drive strategy and implement innovative solution to outperform the competition and drive top and bottom line growth.
• Ability to implement systems, processes and procedures that improve the customer experience and result in profitable growth.
• Uses Metrics and information analysis and accesses technology resources as needed.
• Value driven to provide superior solutions to internal and/or external customers.
• Acts with a sense of urgency to advance priorities of the organization.
• Helps other to excel through collaboration and building strong relationships.
• Thinks creatively and uses diverse ideas to solve problems.
• Raises expectations of self and others by continuously learning and broadening industry and technical skills.

Education and Experience

• Bachelor's Degree or equivalent work experience.
• Typically a minimum of 10 years experience in a specific function or field of expertise, including 5 plus years management experience.
• Claims financial operation experience preferred.