Unit Manager, Claim Operations
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Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.
Job Description Summary
Under general direction, this position is responsible for hiring, leading and directing Operations team members, implementation of strategic initiatives and operational goals, financial control oversight and expense discipline, as well as leveraging management information, analytics, and technology to achieve optimal outcomes. This position manages staff.
Primary Job Duties & Responsibilities
Attract, Retain and Develop World Class Talent:
Works with management to establish and implement a strategic staffing strategy in order to maintain high recruiting standards and acquire high caliber people with diverse skills and backgrounds.
Effectively orientate and on-board staff.
Develops and implements effective training, performance development and succession planning.
Effectively develops and implements retention strategies.
Proactively manages and effectively responds to turnover.
Provides frequent performance feedback using face-to-face and written guidance to ensure effectiveness, engagement, accuracy and efficiency.
Effectively utilizes reward systems to distinguish top performers and significant achievements.
Coordinates work activities to ensure appropriate deployment of resources to maximize performance.
Provide Compelling Claim Services:
Employs proper claim practices to protect the integrity of our brand, provide consistent service quality, and streamline processes to add value for our customers.
Develops and executes a pro-active strategic management plan that achieves optimal business results.
Establishes and monitors individual team goals based on the overall office objectives.
Conducts quality review of work performed, per office guidelines and best practices.
Measures and monitors internal and external customer service skills.
Maintains a working knowledge of line best practices to ensure appropriate separation of duties between claim professionals and operations professionals.
Drive the Information Advantage:
Successfully leverages data, management information and technology to identify and make the most of opportunities to support business strategies and improve results with a drive towards optimal outcomes.
Achieve Optimal Solutions:
Focuses on resolution and process improvement, by fulfilling all obligations while maximizing cost effectiveness.
Anticipates operational challenges, understands drivers, trends and product stress points, and helps our partners attract and retain business.
Partners with the lines of business to develop and implement strategies including Catastrophe (CAT) response as well as initiatives to improve file quality, customer service and manage costs.
Performs validations for the Financial Self- Assessment and effectively communicates findings.
Identifies potential gaps and/or control risks.
Financial Self-Assessment (FSA) controls and compliance; budget and expense analysis; effective use of overtime.
Partner for Mutual Success:
Builds and maintains partnerships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes, promotes an enterprise culture and to enhance efficiency.
Participates in business meetings and agency visits as required, contributes to the discussion and provides insight as appropriate.
Manages national and local projects as assigned.
Other duties as assigned.
High School Diploma or GED Required
A minimum of 3 years of insurance industry and claim handling experience in at least one line of business. Required
Education, Work Experience, & Knowledge
Bachelor's degree. Preferred
Prior claim leadership or similar leadership experience. Preferred
Job Specific Technical Skills & Competencies
Leading the Business:
Makes Decisions: Is skilled at analyzing problems and making clear decisions.
Results Orientation: Aligns resources to accomplish key objectives; assigns clear accountability for important objectives.
Strategic Planning: Develops long-term objectives and strategies; translates vision into realistic business strategies.
Leading Others: Forging synergy: Maintains smooth, effective working relationships; promotes effective teamwork.
Leading Employees: Delegates to employees effectively, broadens employee opportunities, acts with fairness toward direct reports, and hires talented people for his/her team.
Develops Employees: Coaches and encourages employees to develop in their careers.
Communicating Effectively: Expresses ideas clearly and concisely; disseminates information about decisions, plans and activities.
Participative Management: Uses effective listening skills and communication to involve others, build consensus and influence others in decision making.
Leading Self: Demonstrates Leadership Stature: Provides good role model for employees and keeps a positive attitude.
Environmental / Work Schedules / Other
Operates standard office equipment - Continuously
Sitting (can stand at will) - Continuously
Standing (can sit at will) - Frequently
Lifting items up to 25 pounds - Occasionally
Use of Keyboards, Sporadic 10-Key - Continuously
Driving for training or business travel - Occasionally
Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.
If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.
Travelers reserves the right to fill this position at a level above or below the level included in this posting.
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