Manager, Financial Services Claims

Job Description:

  • Lead and coordinate day-to-day claims operations, including workflow, inventory, staffing, escalations, and service delivery
  • Own performance against contractual SLAs, quality standards, efficiency targets, cycle-time expectations, and other KPIs
  • Use dashboards, operational reporting, and trend analysis to identify risk, remove barriers, and improve performance
  • Allocate resources and adjust priorities to meet business needs while maintaining controls and service continuity
  • Partner across Claims, Client Services, Quality, Training, Workforce Management, Compliance, Legal, SIU, Product, and Technology
  • Lead, coach, and develop supervisors, team leads, and claims professionals in a geographically dispersed environment
  • Set expectations, provide feedback, conduct performance reviews, and address performance concerns
  • Build leadership capability and succession pipelines through coaching and development planning
  • Create an inclusive, accountable, and collaborative culture focused on customers, results, continuous improvement, and engagement
  • Facilitate communication and address conflict constructively
  • Ensure claim handling complies with laws, regulations, licensing requirements, company policies, client requirements, and procedures
  • Implement and monitor quality assurance and risk-control measures
  • Remain current on regulatory and industry developments and translate changes into procedures, training, and controls
  • Oversee complex or escalated claims and customer concerns
  • Identify operational, financial, compliance, and customer risks and monitor mitigation plans
  • Build relationships with internal and external client stakeholders
  • Present operational updates, performance results, trends, risks, and action plans to leadership and clients
  • Lead process improvement and change initiatives to reduce friction, strengthen controls, improve experiences, and increase efficiency
  • Evaluate responsible use of automation, AI, and digital tools while maintaining human oversight, data protection, compliance, and claim quality

Requirements:

  • Bachelor's degree, or four additional years of relevant experience in lieu of a degree
  • 6+ years of claims experience with demonstrated proficiency in claim operations and decision-making
  • 4+ years leading people, operational teams, and/or complex projects
  • Proven experience managing claims operations, performance metrics, quality, compliance, and service delivery
  • Active claims adjuster license is required
  • Must maintain all licenses required for the role and obtain additional jurisdictional licenses within company-required timeframes
  • Demonstrated ability to lead large or complex teams, develop leaders, and drive accountability and engagement
  • Strong knowledge of claims regulations, compliance standards, risk controls, and industry practices
  • Excellent written and verbal communication skills, including ability to engage executive, client, and cross-functional audiences
  • Analytical and business judgment with ability to turn data into clear decisions and action plans
  • Ability to manage multiple priorities and travel up to 10% as business needs require
  • Helpful: claims manager experience leading a large, multi-layered, or geographically dispersed operation
  • Helpful: experience 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 discipline
  • Helpful: experience with client-facing operational leadership, contractual SLAs, executive reporting, and performance improvement
  • Helpful: experience leading transformation, automation, AI-enabled workflows, or digital process improvement in a controlled environment
  • Helpful: high business acumen and awareness of emerging claims, customer service, regulatory, and technology trends

Benefits:

  • Salary growth within the position
  • Virtual interviews conducted on video
  • U.S. benefit information available through myassurantbenefits.com
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