Manager Claims

Purpose

We are focused on delivering an exceptional claims experience while supporting employees through change, growth, and continuous improvement.

Accountabilities

• Lead and Develop Teams

• Coach, develop, and motivate claims professionals to achieve strong performance and grow their capabilities.
• Create a culture of accountability, engagement, collaboration, and continuous learning.
• Set clear expectations, provide timely feedback, recognize performance, and support individual development.
• Participate in the selection and onboarding of new employees and oversee training, knowledge development, and readiness.

• Lead Claims Operations

• Direct day-to-day Claims operations to ensure timely, accurate, and customer-focused processing.
• Monitor workflow, service levels, quality, staffing capacity, and productivity; adjust resources and priorities as needed to meet business expectations.
• Serve as an escalation point and resource for complex or sensitive claims, customer situations, and operational issues.
• Ensure employees have current procedures, tools, and knowledge needed to handle claims consistently and effectively.

• Lead Through Change

• Help teams successfully navigate organizational, process, product, and technology changes.
• Communicate with clarity, connect change to business purpose, and build commitment to new ways of working.
• Maintain employee engagement, service, and performance during periods of transformation.
• Support implementation of new products, initiatives, technologies, and operating models within Claims.

• Drive Results and Continuous Improvement

• Use data, trends, and insights to improve team performance, customer outcomes, quality, and operating efficiency.
• Identify and lead opportunities to simplify processes, reduce friction, improve workflow, and strengthen the claims experience.
• Establish meaningful performance measures and use them to coach employees, identify opportunities, and drive results.
• Encourage innovation, thoughtful problem-solving, and a willingness to challenge the status quo.

• Manage Risk and Partner Across the Organization

• Evaluate exceptions and complicated cases with consideration for compliance, business risk, tax and legal implications, customer impact, and administrative cost.
• Ensure adherence to policies, procedures, regulatory requirements, and applicable controls.
• Partner effectively with Post Issue Processing, Customer Contact Center, Sales, Audit, Compliance/Legal, Technology, and other teams to resolve issues and improve end-to-end processes.
• Participate actively on the leadership team to shape department goals, priorities, and strategic direction.

Qualifications and Experience

• 5+ years of relevant experience in claims processing, insurance, annuities, financial services, or relevant experience; including 2+ years of formal or informal leadership.

• Experience with annuity and/or financial services products required; knowledge of annuity administration systems and procedures preferred.

• Proven ability to coach, develop, motivate, and empower teams through change while sustaining performance, engagement, and accountability.

• Strong operational judgment and critical-thinking skills, with the ability to manage competing priorities, complex cases, escalations, and business risk while acting with urgency.

• Demonstrated ability to use data, insights, technology, and AI-enabled tools appropriately to improve performance, capacity, processes, and customer outcomes.

• Strong communication, collaboration, and relationship-building skills, with the ability to influence across functions and levels and communicate complex information clearly.

• Bachelor’s degree or equivalent experience preferred.