Program Manager, Claims Learning & Operational Excellence

About the role

Bring Your Ideas. Build Your Career. At Indiana Farmers Insurance, care is part of both our business and our culture. As a mutual insurance company, we take a long-term view of serving our members, supporting our independent agency partners, and investing in our people. Our ICARE values of Innovation, Collaboration, Accountability, Respect, and Empowerment shape an environment where associates can contribute ideas, learn from one another, take ownership of their work, and grow their expertise. If you want meaningful work, supportive colleagues, and the opportunity to help improve how we serve others, we would like to meet you.

Claims is one of the most important ways Indiana Farmers Insurance supports its members. This role helps ensure that Claims associates have the learning, standards, tools, and operational support needed to handle claims consistently, meet regulatory expectations, and deliver a positive member experience. You will connect learning, quality, documentation, change, and process improvement so that improvements are understood, adopted, and sustained across Claims.

Responsibilities

• Lead the Claims learning strategy, curriculum, onboarding, annual training plan, and continuing education program.
• Design and implement instructor led, virtual, self paced, and blended learning solutions in partnership with Enterprise Learning and Development.
• Partner with Claims leaders, subject matter experts, Human Resources, and learning partners to identify needs and align solutions with operational priorities.
• Evaluate learning effectiveness using assessments, participant feedback, quality trends, and operational metrics.
• Govern Claims standards, procedures, workflows, best practices, and supporting resources to promote consistent and compliant operations.
• Maintain the Claims Operations Manual and related documentation, coordinating reviews and updates as business and regulatory requirements change.
• Lead communication, knowledge transfer, and implementation activities for changes involving products, policies, regulations, technology, systems, and processes.
• Lead Claims quality assurance activities, including quality standards, measurement tools, dashboards, and reports.
• Analyze quality reviews, aud