Director, Claims Triage

Argo Group is an underwriter of specialty insurance products in the property and casualty market, offering a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses.

About the role

We are looking for a highly capable Director, Claims Triage to join our Claims team and work from either our Richmond, VA or Omaha, NE offices. Alternatively, this role can also be filled in our offices in Albany, NY, Chicago, IL, Los Angeles, CA, Houston, TX, or New York, NY.

The Director, Claims Triage leads a nationwide triage operation, managing a fast-paced team responsible for the time-sensitive intake and accurate routing of workers’ compensation, liability, and property claims. This role drives a best-in-class triage model by setting performance metrics, improving processes and technology, and partnering with Claims leadership to ensure efficiency, compliance, and achievement of business goals. The successful candidate will lead the implementation of a Large Language Model (LLM) that will transform the way this team performs its work.

This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during standard business hours.

Responsibilities

• Manage a team of 3 Senior Triage Specialists along with a Triage Team Lead who manages a team of 4 Triage specialists responsible for claim intake, assignment, and preliminary information gathering and decision making.
• Establish, refine, and evolve best-in-class Triage claim management program operating characteristics, measurement criteria, and meaningful metrics benchmarking.
• Drive continuous improvement through initiatives involving employees, processes, and technology.
• Lead the implementation of a Large Language Model (LLM) that will transform the way this team performs its work.
• Partner with the SVP - Global Claims Operations and key Claims Management to develop plans aimed at achieving efficiencies so that incoming claims are triaged correctly and quickly assigned to the appropriate department.
• Create and maintain positive working relationships with direct reports, peers, and other claims department managers to ensure the Triage Department operations add value and meet or exceed the needs of internal stakeholders while remaining compliant with set expectations.
• Manage expenditures for the Triage Department to align with budget/plan.
• Support the professional claims selection process to retain claims professionals that consistently demonstrate appropriate technical expertise, maturity, and a professional commitment to excellence and customer service.
• Conduct Development Reviews and engage direct reports in developmental and skill-building opportunities.
• Train and mentor staff.
• Act as a role model demonstrating belief in, and commitment to, the aspiration values of Argo Group, continuing to build and lead a value-based organization committed to long-term success.

The team operates from 7 am – 7 pm, Eastern Time, which may sometimes require a presence in the office during non-standard office hours. The Department triages claims for workers’ compensation, liability, inland marine, and property claims for both the United States and Bermuda.

Requirements

• Minimum 7 years claims operations experience, including 4 years in a People Leadership capacity.
• Bachelor’s degree required, or four additional years of claims operations experience in addition to the 7 mentioned above.
• Proven people management experience, advanced knowledge of triage claims, and process improvement.
• Exceptional customer service focus.
• Prior experience as a claims adjuster is helpful.
• Six Sigma Black Belt certification strongly preferred.
• Experience setting up processes for tracking AI performance, analyzing errors, and using feedback to continuously improve the quality and reliability of an AI system based on LLM.
• Ability to create structured and clear prompts to guide the AI model to deliver accurate and reliable results.
• Good business acumen (i.e., understand how an insurance company works and makes money, including how this role impacts both Argo Group’s and our customers’ ability to be profitable).

Skills

• Proven leadership capabilities with a sound influence in dealing with challenging situations.
• Independent decision-maker – takes full responsibility for making decisions and consequences associated with decisions.
• Recognized as a leader within the organization that provides advice and guidance to others.
• Polished and professional written and verbal communication skills with the ability to build consensus both internally and externally.
• Strong customer service focus.
• Strong analytical and presentation skills.
• Ability to consistently produce and deliver expected results to all stakeholders by finding a way to achieve success through adversity and being solution-focused.
• Client focus – the ability to effectively determine specific client needs and provide value-added solutions.
• Intellectual curiosity – consistently considers all options and is not governed by conventional thinking.
• Ability to build commitment both internally and externally and communicate corporate vision to gain support for views, opinions, and decisions.
• A team builder who understands that success is dependent upon the performance of the team, not individual team members.
• Ability to establish mentoring relationships with key employees and participate in the development of succession and training plans for critical positions.
• Ability to develop and communicate claim management reports for accurate and timely reflection of support staff performance and impact on the claims department.
• Flexibility, ability to thrive in change, and being resourceful in a fast-paced, constantly evolving environment.
• Ability to develop and maintain productive relationships with clients, business partners, and organizational peers with a focus on timely and meaningful exchanges of information.
• Effective time management skills and ability to prioritize workload while handling multiple tasks and deadlines.

Preferred Qualifications

• The ability to read and write Spanish fluently is considered a plus.

Pay

The base salary range provided below is for hires in those geographic areas only and will be commensurate with candidate experience. Pay ranges for candidates in other locations may differ based on the cost of labor. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance.

• Richmond Pay Range: $120,360 - $141,780
• Albany and Chicago Pay Range: $132,294 - $155,856
• Los Angeles and New York City Pay Range: $144,126 - $170,136

Benefits

We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

About Working In Claims At Argo Group

Argo Group does not treat our claims or our claims professionals as a commodity. The work we offer is challenging, diverse, and impactful. Our Adjusters and Managers are empowered to exercise their independent discretion and, within broad limits and authority, be creative in developing solutions and treat each case as the unique situation it is. We have a very flat organizational structure, enabling our employees to have more interaction with our senior management team, especially when it relates to reviewing large losses. Our entire claims team works in a collaborative nature to expeditiously resolve claims. We offer a work environment that inspires innovation and is open to employee suggestions. We even offer rewards for creative and innovative ideas. We believe in building an inclusive and diverse team, and we strive to make our office a welcoming space for everyone.

Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas.