Manager, Financial Services Claims

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and manage daily claims operations, encompassing workflow, inventory, staffing, escalations, and service delivery.

• Take ownership of performance metrics related to contractual SLAs, quality benchmarks, efficiency goals, cycle-time expectations, and various KPIs.

• Utilize dashboards, operational reports, and trend analysis to pinpoint risks, eliminate obstacles, and enhance performance.

• Allocate resources and adjust priorities to align with business needs while ensuring controls and service continuity are maintained.

• Collaborate with teams across Claims, Client Services, Quality, Training, Workforce Management, Compliance, Legal, SIU, Product, and Technology.

• Lead, mentor, and develop supervisors, team leaders, and claims professionals in a geographically dispersed setting.

• Establish expectations, provide constructive feedback, conduct performance evaluations, and address performance issues.

• Build leadership capabilities and succession pipelines through coaching and development planning.

• Foster an inclusive, accountable, and collaborative culture focused on customer service, results, continuous improvement, and employee engagement.

• Facilitate effective communication and constructively resolve conflicts.

• Ensure claims handling adheres to laws, regulations, licensing requirements, company policies, client specifications, and procedures.

• Implement and monitor quality assurance and risk-control initiatives.

• Stay updated on regulatory and industry changes and translate these into procedures, training, and controls.

• Supervise complex or escalated claims and address customer concerns.

• Identify operational, financial, compliance, and customer risks while monitoring mitigation strategies.

• Cultivate relationships with both internal and external client stakeholders.

• Present operational updates, performance outcomes, trends, risks, and action plans to leadership and clients.

• Drive process improvement and change initiatives aimed at reducing friction, strengthening controls, enhancing experiences, and boosting efficiency.

• Assess the responsible use of automation, AI, and digital tools while ensuring human oversight, data protection, compliance, and claim quality.

⛳️ Requirements

• Bachelor's degree, or four additional years of relevant experience in place of a degree.

• Minimum of 6 years of claims experience with demonstrated expertise in claim operations and decision-making.

• At least 4 years of experience in leading teams, operational groups, and/or complex projects.

• Proven track record in managing claims operations, performance metrics, quality assurance, compliance, and service delivery.

• An active claims adjuster license is mandatory.

• Must maintain all necessary licenses for the role and acquire additional jurisdictional licenses within company-mandated timeframes.

• Demonstrated capability to lead large or complex teams, nurture leaders, and foster accountability and engagement.

• Strong understanding of claims regulations, compliance standards, risk management, and industry practices.

• Exceptional written and verbal communication skills, with the ability to engage executive, client, and cross-functional audiences effectively.

• Strong analytical and business judgment skills, capable of converting data into clear decisions and action plans.

• Ability to juggle multiple priorities and travel up to 10% as business needs dictate.

• Helpful: experience as a claims manager overseeing a large, multi-layered, or geographically dispersed operation.

• Helpful: background 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 field.

• Helpful: experience in client-facing operational leadership, contractual SLAs, executive reporting, and performance enhancement.

• Helpful: experience leading transformation, automation, AI-driven workflows, or digital process improvements in a controlled setting.

• Helpful: strong business acumen with an awareness of emerging trends in claims, customer service, regulation, and technology.

🏝️ Benefits

• Opportunities for salary growth within the position.

• Virtual interviews conducted via video.

• U.S. benefit information accessible through myassurantbenefits.com.