Job Description

We are currently seeking a Claims Operations Manager to join our North America Claims Operations Team to supervise a team of claim support staff. The position requires the candidate to work from one of our Claim Centers in Phoenix Arizona, OFallon Missouri or Chesapeake Virginia. This is an in-office position, that will be responsible for the administrative management, staff development and technical results for the team of Claim Representatives.  The individual will report to the AVP, Claim Manager and be responsible for workforce management,  developing staff, succession planning and executing strategies to achieve goals and objectives.

Key Responsibilities:  

Coach, manage and develop staff to enhance efficiency. Effectively manage diverse incoming work requests for adherence to service-level agreements, and turn-around-time expectations. Audit processes and workflows to improve quality and minimize errors. Identify opportunities for process and workflow optimizations, resource allocation, technology use, and transformation initiative implementations. Act as a key contact stakeholders for Claims and business partners. Engage with external and internal customers to resolve complex escalated service issues promptly. Create and implement training plans for new hires and cross training of tenured staff. Collaborate on maintaining business continuity plans within Claim Operations senior leadership.

Qualifications: Skills and Experience 

Proven ability in change management, team development, and leading diverse, cross-functional teams.Skilled in assessing operations, planning, auditing, and controlling workflows.Exceptional communication skills that foster collaboration and effective team leadership Proactive leader who promotes a collaborative team environment and encourages initiative Experience in attracting, developing, and leading diverse teams to enhance performance and career advancement.Strong project management, analytical, communication, and collaboration skills.Experience managing both in-office and remote teams is desirable.Bachelor’s Degree or equivalent work experience.Minimum of 3 years of supervisory or claims handling experience preferred, or 2 years as a team coordinator/Sr. Claim Operations Representative.

Must be able to work from the office in one of the following Claim Center locations: Phoenix, AZ, O’Fallon, MO. Chesapeake, VA.