Responsible for product quality and performance for specific team of claim professionals. Provide guidance and direction to direct reports through a continuous process of management involvement and frequent claim file review. Serve as member of local Property line of business (LOB) management team. Serve as a field representative for the Home Office Property LOB product, as requested. Reinforce Property LOB Vision, Strategies, and Objectives through word and action. Select, lead, mentor, performance manage and develop staff.
Job Components:
Attract, Retain and Develop World Class Talent
Proactive recruitment of talent; work with management to establish and implement a strategic staffing strategy;
Effective orientation and on-boarding;
Work with management to develop and implement effective training, performance development and succession planning;
Effective retention planning; proactively manage and respond to turnover;
Manage staff performance-Implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback.
Effectively utilize reward system to distinguish top performers and significant achievements.
Provide Compelling Claim Services by employing proper claim handling techniques to protect the integrity of our brand and by providing consistent service quality and streamlined processes to add value for our customers:
Product Quality - Develop & executes a strategic file management plan that achieves optimal file resolution and business results.
Provide face-to-face and written guidance to ensure effectiveness, engagement, accuracy and efficiency.
Conduct quality file reviews per office/ best practices guidelines.
Establish/ follow up on file reviews per diary instructions, conducting additional reviews (i.e. 180, 360 day reviews), as necessary.
Implement strategies and initiatives to improve file quality, customer service and manage costs.
Review new notices and ensuring claims are assigned to staff with appropriate skill sets.
Evaluate individual behaviors, take improvement actions as appropriate.
Expense Management - Operate within agreed upon expense budget to achieve optimal business results through productivity, appropriate resource allocation, inventory management and loss adjustment expense
Drive the Information Advantage by successfully leveraging data, management information and technology to identify and make the most of opportunities to support business strategies and improve results.
Partner for Mutual Success by developing and maintaining effective relationships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes. Participate in business meetings and agency visits as required.
Achieve Optimal Solutions by focusing on resolution and process improvement, by fulfilling all obligations while maximizing cost effectiveness, by helping the business understand drivers, trends and product stress points and by helping our partners attract and retain business.
Span of Control:
Span of control approximately 6- 8 Claim Professionals/approximately 1-3 support staff, may vary based on:
complexity of LOB
experience of staff
team composition
market mix
Qualification/Requisite Skills:
College degree preferred or equivalent work experience
Significant Claim work experience in at least one line of business
Claim management experience preferred
Strong Computer Skills including word and excel
Performance Competencies:
Leading the Business: Drive Results, Leads Change, Executes Business Strategy
Leading Others: Attract Top Talent, Maximize Individual Performance, Holds Others Accountable; Aligns Rewards, Creates and Sustains a Dynamic Workplace
Leading Self: Demonstrates Self-Awareness, Applies Critical Thinking, Communicates Effectively & Influences Others Exhibits Courage, Conviction & Credibility |