Overview In this role you lead a General Liability claims team to deliver accurate, timely resolutions within company protocols. You shape performance, coach staff, and drive customer satisfaction and cost control. You work with cross-functional partners to align on quality, service, and process improvements. You will leverage data to enhance outcomes and support leadership goals. This position offers substantial scope to influence claims strategy and team development in a hybrid environment.
Compensation / Benefits- comprehensive benefits package
- hybrid work options
- wellbeing support
Responsibilities- Oversee a team of claims professionals, setting expectations, guiding development, and coaching for performance.
- Ensure claims are handled per protocols, maintaining quality and customer service standards while managing expenses.
- Support customer satisfaction targets by meeting service levels and handling escalated issues professionally.
- Maintain adherence to claim handling protocols, monitor quality dashboards, and collaborate with QA for guidance.
- Identify trends through data analytics and implement improvements to quality, satisfaction, and outcomes.
- Assist in managing department budget, vendor usage, and productivity targets.
- Foster collaboration with internal and external partners, including underwriters, SIU, Recovery, brokers, and external customers.
- Communicate updates to the team, hold regular meetings, and provide access to process documentation.
- Stay compliant with state/local regulations and current insurance laws and trends for the line of business.
- Participate in or lead project teams as needed.
Key requirements- Bachelor's degree or equivalent experience
- Typically seven years of related work experience
- Previous management experience preferred
- Applicable certifications or professional designations preferred
- leadership and people development
- strong communication
- collaboration
- claims resolution
- insurance knowledge
- data analytics
