Manager Claims Service

Accountabilities:

People Management – 60%

Strategically collaborate with the Director and Senior Manager level

Provides, maintains, and monitors user service levels

Ensure workload is evenly distributed amongst the team

Lead team huddles

Conduct coaching, sit-alongs, and oversight on call/file quality

Work with Claim Service Representatives on their Performance Development Plans and Performance Management where needed

Salary planning for their Direct Reports

Operational – 40%

Manages and resolves escalated customer communications, concerns, conflicts

Review analysis of key metrics and operational reports to understand team/individual performance including Telephony metrics. Initiate plans to improve claims processes and the customer experience

Review Quality Assurance results and ensure proper feedback and coaching is provided to the Claim Service Representative through weekly huddles and one-on-ones

Accountable for overall success of FNOL, customer inquiries and Delivery. Review analysis of key metrics and operational reports from Finance, Corporate Risk, Telephony Forecasting and Delivery teams and initiate plans to improve claims processes and the customer experience

Lead discussions with their Direct Reports and teams to implement change management initiatives while working closely with their Senior Manager to ensure consistency in messaging

Participation at industry committees

Identify areas of improvement and provide solutions

Qualifications:

5 or more years of related experience

Insurance policy, coverage, and regulation;

Claim processes, policies, procedures, claim systems, liability, and adherence to applicable legal compliance standards