Provide oversight to supervisors and staff including general human resource duties such as hiring new employees and performance management of existing employees
Mentor direct reports and position qualifying employees for promotional opportunities
Create and maintain process workflows, internal procedures, training curriculums, production metrics and quality review performance measurements at both a team and an individual level
Review existing processes and procedures, as well as system design, for effectiveness. When necessary, develop a plan and make the appropriate recommendation for improvement
Responsible for ensuring inventory levels and individual caseloads are managed in a timely manner to meet service level requirements
Attend and facilitate meetings to communicate information necessary to conduct all aspects of business
Serve as primary point of contact for operational projects and initiatives and has overall responsibility for ensuring execution. Individual is also responsible for coordinating any events and/or activities of an escalated nature; including developing remediation plans and monitoring progress
Monitor various operational inventory volumes and aging. and identify trends on a daily/weekly/monthly basis. Communicate key accomplishments and anomalies to leadership team while recommending potential actions
Interact with clients to resolve concerns with internal procedures, process improvements, inventory levels, quality performance and escalated handling of cases.
Collaborate with leaders to identify potential gaps and opportunities for service and process improvements related to key strategic objectives and metrics. Provide project management leadership to the claims operation functions by developing and delivering key projects on time and on budget
Compile data and provides status reviews for operations leaders and account manager. Provides ad hoc summary reporting both internally and externally, at the request of the client
Responsible for department's profit and loss performance. Review monthly and annual progress against budget plan by identifying opportunities and challenges. Monitors budgets, researches and resolves discrepancies and reports all variances on a monthly basis.
additional duties as assigned

8+ years financial services operations experience, preferably in claims and quality improvement
4-6 years of progressive leadership experience in an operations setting, with concentration in claims discipline
Experience with insurance administrative systems, workflow and productivity tools
Experience with global operations leadership and oversight
Established track record of setting and meeting production and quality standards in an insurance environment
Expert-level Excel skills used to analyze complex information and identify reasonable solutions
Proven experience with implementing continuous and process improvements along with the strong understanding of supporting technologies and platforms
Motivated self-starter: demonstrates a high level of initiative and seeks to implement new solutions to operational challenges
Strong, proactive communication skills used to effectively interact with external parties - agents, distributors, and vendors
Energized by working in a fast-paced environment with multiple competing priorities
Experience may be substituted for education
Certifications Required: None

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Director, Claims