Work Assist Claims Unit Manager - Property Shared Services

Description

Are you looking for an opportunity to lead a claims team with a responsible company that has consistently outpaced the industry in year over year growth? Liberty Mutual Insurance has an excellent claims management opportunity available.

 

The Work Assist Claims Unit Manager for Property Shared Services is responsible for the development and performance of teams who manage tasks of varying complexities, ensuring a high-quality work product. The Claims Unit Manager advocates for a culture of claims customer service excellence where all are committed to providing a differentiated customer experience. This role operates in a high-volume, hybrid operation that continuously looks to improve the processes of onshore and offshore work for the property claims team while delivering ACES for the Property team.  

 

While the ideal candidate will be located within 50 miles of our Plano, TX location to support a hybrid work schedule and in-person collaboration, we welcome applications from all qualified candidates regardless of location.

 

Ideal Experience Includes:

• 7+ years of Property Claims handling experience
• Vendor Management and integration: ability to drive vendor performance and integration to deliver accountable, high-quality operational results.
• Process Improvement: ability to use data and insights to improve processes and drive operational excellence.
• Change leadership: experienced at guiding teams through transitions, promoting a growth mindset, and building a positive, accountable team culture that encourages learning and continuous improvement.
• Operational Leadership in a hybrid delivery model; able to lead and coach teams by giving clear feedback, coaching one on one, and helping people grow;
• Prior People Leader experience is a plus.

 

Responsibilities:

• Owns operational and vendor management of the Work Assist function within Property Claims Shared Services.
• Owns the development and performance of several Claims teams ensuring the quality, accuracy, and timely resolution of claims of varying complexities. Continuously develops talent by creating opportunities for direct reports and front-line staff to grow and strengthen new skills.
• Advocates claims customer service excellence by building empathy and passion for the customer experience that meets and exceeds customer expectations.
• Demonstrates a passion and vision towards a highly effective and engaged employee culture. Selects top talent, delivers continuous coaching, rewards and recognizes employees to reinforce behaviors that ensure service excellence, and holds other accountable for the development of their teams.
• Monitors the performance of teams and claims team managers, analyzing any problematic trends to identify root cause problems. Escalates issues or may recommend solutions to operational leadership. Advocates a culture committed to identifying process efficiencies to continuously improve how work is completed.
• Resolves complaints, problems, and coverage questions that are escalated from teams, escalating further if needed. Collaborates effectively with internal and external stakeholders including existing policyholders, the business community and governmental agencies, to ensure compliance with regulatory and company standards.
• Promotes and advocates business unit goals and objectives, ensuring alignment with broader claims functional goals.

Qualifications

• Ability to lead and manage multiple claims teams (or Claims Reps /Specialists) and effectively communicate operational procedures.
• Knowledge of principles and methods pertaining to the claims field; knowledge of claims management practices, company operations and policies.
• Advanced insurance related designations / CPCU preferred.
• 7-10 years of relevant and progressively more responsible claims work experience required, bachelor`s degree preferred.

 

Employees may apply for a new role after completing 12 months of employment in their current position.

 

Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines.  For country-specific details, please consult your local recruiting / HR team.

Travel

25%