Job Description:

• Lead and coordinate day-to-day claims operations, including workflow, inventory, staffing, escalations, and service delivery
• Own performance against contractual SLAs, quality standards, efficiency targets, cycle-time expectations, and other KPIs
• Use dashboards, operational reporting, and trend analysis to identify risk, remove barriers, and improve performance
• Allocate resources and adjust priorities to meet business needs while maintaining controls and service continuity
• Partner across Claims, Client Services, Quality, Training, Workforce Management, Compliance, Legal, SIU, Product, and Technology
• Lead, coach, and develop supervisors, team leads, and claims professionals in a geographically dispersed environment
• Set expectations, provide feedback, conduct performance reviews, and address performance concerns
• Build leadership capability and succession pipelines through coaching and development planning
• Create an inclusive, accountable, and collaborative culture focused on customers, results, continuous improvement, and engagement
• Facilitate communication and address conflict constructively
• Ensure claim handling complies with laws, regulations, licensing requirements, company policies, client requirements, and procedures
• Implement and monitor quality assurance and risk-control measures
• Remain current on regulatory and industry developments and translate changes into procedures, training, and controls
• Oversee complex or escalated claims and customer concerns
• Identify operational, financial, compliance, and customer risks and monitor mitigation plans
• Build relationships with internal and external client stakeholders
• Present operational updates, performance results, trends, risks, and action plans to leadership and clients
• Lead process improvement and change initiatives to reduce friction, strengthen controls, improve experiences, and increase efficiency
• Evaluate responsible use of automation, AI, and digital tools while maintaining human oversight, data protection, compliance, and claim quality

Requirements:

• Bachelor's degree, or four additional years of relevant experience in lieu of a degree
• 6+ years of claims experience with demonstrated proficiency in claim operations and decision-making
• 4+ years leading people, operational teams, and/or complex projects
• Proven experience managing claims operations, performance metrics, quality, compliance, and service delivery
• Active claims adjuster license is required
• Must maintain all licenses required for the role and obtain additional jurisdictional licenses within company-required timeframes
• Demonstrated ability to lead large or complex teams, develop leaders, and drive accountability and engagement
• Strong knowledge of claims regulations, compliance standards, risk controls, and industry practices
• Excellent written and verbal communication skills, including ability to engage executive, client, and cross-functional audiences
• Analytical and business judgment with ability to turn data into clear decisions and action plans
• Ability to manage multiple priorities and travel up to 10% as business needs require
• Helpful: claims manager experience leading a large, multi-layered, or geographically dispersed operation
• Helpful: experience in financial services, card benefits, insurance, regulated customer operations, or a similarly complex environment
• Helpful: degree or advanced coursework in business, finance, insurance, law, or a related discipline
• Helpful: experience with client-facing operational leadership, contractual SLAs, executive reporting, and performance improvement
• Helpful: experience leading transformation, automation, AI-enabled workflows, or digital process improvement in a controlled environment
• Helpful: high business acumen and awareness of emerging claims, customer service, regulatory, and technology trends

Benefits:

• Salary growth within the position
• Virtual interviews conducted on video
• U.S. benefit information available through myassurantbenefits.com