Description

You will manage a team of claims specialists, driving performance and quality while handling escalated cases such as catastrophic and liability claims. You'll collaborate with cross-functional teams to improve policies and systems, ensuring a superior level of team support and customer satisfaction.

Requirements

• Minimum 8-15 years of insurance, claims and investigations experience
• Experience in leading, inspiring and motivating others to meet functional, team and individual development goals and metrics
• Experience in a leadership role working with customers where safety and security of properties has been at risk
• Analytical and critical thinking skills; able to tell a story with data and metrics, articulate wins, risks and challenges
• Maintaining high levels of confidentiality while performing investigations
• Works well in ambiguity
• Understanding of Third Party Administrators/Adjusters concepts is a plus
• Deep expertise in Insurance / Liability Claims
• Proficiency in English - both oral and written communication
• People Management skills
• Flexible to work in a rotational shift environment and adapt to changing shifts as required

Responsibilities

• Manage day-to-day operations of your team through driving key performance indicators (productivity, quality, operational health) while maintaining team support and wellness
• Handle volume/SLA management, support team in urgent escalated cases (catastrophic claims, liability claims)
• Manage scheduling, shift approvals, team and one-on-one meetings, collaborate with other team leads
• Handle escalated and complex investigations, urgent escalations, property damage claims, personal safety concerns or crisis management
• Project management and light data analysis
• Foster employee happiness through human leadership, team connections, communication, and regular performance feedback
• Develop and refine working knowledge of workflows, train and coach team to ensure high standards
• Think critically to evaluate policies and procedures, increase efficiency and customer satisfaction
• Understand top user issues and quality data, make data-supported recommendations
• Serve as Point of Contact for urgent/sensitive cases, spend time weekly on cases to refine expertise
• Drive team to meet and exceed metrics expectations, balance and prioritize based on seasonality
• Lead or participate in projects outside scope of department, process improvement initiatives
• Drive a culture of belonging and inclusivity