Director, Claims Business Management

The Director of Claims Business Management will lead a team dedicated to supporting Claims Operations. Reporting directly to our Chief Claims Officer, this role supports multiple functions, including Learning and Development, Workforce Management, Performance Excellence, Vendor Management, Communications, and Claims Transformation Initiatives.  

The Director will drive the strategic direction and optimization of our Claims Operations, leading to improved financial savings and enhanced experiences for both employees and customers. 

What will you do? 

Claims Strategy and Roadmap Development  

• In partnership with the Claims Operations, develop the Claims strategy and related tactics for Claims.  

• Collaborate with Claims Operations Leadership  

• Identify and prioritize opportunities and initiatives  

• Develop business cases and track benefits  

• Create a framework for change (identify, prioritize, execute, sustain) 

• Collaborate with EPMO and Enablement · Drive outcomes and high performance 

Learning and Development  

• Develop and execute on a Learning and Development Roadmap for Claims including onboarding and continuing education 

• Drive a high-performance culture through training and tools.  

• Stay abreast of regulatory, compliance or process related changes  

• Collaboration with PX and Compliance 

Workforce Management  

• Accountable for the workforce management of the Claims Operations  

• Monitor compliance with scheduling, phone SLAs and vacation and time off practices  

• Optimize the use of resources including flexibility of resources based on seasonality, hiring plan, need for coverage focusing on productivity and customer service excellence  

• Collaborate with Operations WFM resources 

Claims Vendor Management & Relationship Management  

• Develop our Vendor Strategy  

• Optimize our Vendor Network  

• Monitor and drive Vendor Performance  

• Owns the ongoing relationship with Vendors and vendor related outcomes  

• Interacts and collaborates with Vendor Procurement 

Claims Communications and Events  

• Develop and execute a Claims’ Communication Framework focused on enhancing the employee experience through transparency, information, and recognition.  

• Collaborate with the Communications team 

Customer Experience  

• Owns customer escalation and resolution process.  

• Owns the Claims Customer Strategy and Tactics to drive elevated customer experiences  

• Monitors and tracks customer escalations, root cause and trending  

• Point of contact for regulators related to Claims customer related complaints 

What you will bring: 

• Background in operational strategy, consulting, or business management at a large financial services organization, with a minimum of 5 years of experience at a leadership level 

• Undergraduate degree in Business or equivalent  

• Proven business acumen, with demonstrated aptitude for strategic, analytical, and critical thinking 

• Strong leadership, influencing, and relationship building skills within a matrix organization – including ability to challenge current thinking, share new and innovative ideas, and lead productive debate with stakeholder to achieve better outcomes 

• Results-oriented, well organized, with high attention to detail 

• Known for coaching, mentoring, and developing team members across the strategy toolkit, including: analytics, strategic problem solving, compelling written and verbal communications, and strategy project management 

• Understanding of/ or experience in Process Improvement or Six Sigma.  

#LI-Hybrid

#IndHP