Manager, Financial Services Claims

Before you apply

Job source

Workday

Applying on

assurant.wd1.myworkdayjobs.com

Workplace

Fully remote

US state

Nationwide remote

Category

Virtual Assistant

Link last checked

Not checked yet

Posted

3 days ago

Closes

No stated closing date

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About the role

Lead a high-performing claims operation, strengthen the customer experience, and help shape the future of financial services claims! The Manager, Financial Services Claims is accountable for the end-to-end performance of a financial services claims operation. This leader combines strong people leadership, disciplined operational management, regulatory and contractual compliance, and effective client partnership to deliver accurate, timely, and customer-focused claim outcomes. What will be my duties and responsibilities in this job? Lead the operation Lead and coordinate day-to-day claims operations, including workflow, inventory, staffing, escalations, and service delivery. Own performance against contractual service-level agreements (SLAs), quality standards, efficiency targets, cycle-time expectations, and other key performance indicators. 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 appropriate controls and service continuity. Partner across Claims, Client Services, Quality, Training, Workforce Management, Compliance, Legal, SIU, Product, and Technology to resolve issues and deliver business outcomes. Develop people and culture Lead, coach, and develop supervisors, team leads, and claims professionals in a geographically dispersed environment. Set clear expectations, provide timely feedback, conduct performance reviews, and address performance concerns consistently and fairly. Build leadership capability and succession pipelines through coaching, development planning, and meaningful growth opportunities. Create an inclusive, accountable, and collaborative culture focused on customers, results, continuous improvement, and employee engagement. Facilitate clear communication within the team and across business partners; address conflict constructively and promptly. Protect quality, compliance, and the customer experience Ensure claim handling complies with applicable laws and regulations, licensing requirements, company policies, client requirements, and documented procedures. Implement and monitor quality assurance and risk-control measures to promote accurate, consistent, and defensible claim decisions. Remain current on regulatory and industry developments and translate changes into practical procedures, training, and controls. Oversee complex or escalated claims and customer concerns, engaging the appropriate partners to support fair and timely resolution. Identify operational, financial, compliance, and customer risks; develop and monitor mitigation plans. Advance the business Build trusted relationships with internal and external client stakeholders through transparent communication, sound judgment, and reliable follow-through. Prepare and present clear operational updates, performance results, trends, risks, and action plans to leadership and client audiences. Lead process improvement and change initiatives that reduce friction, strengthen controls, improve the customer and employee experience, and increase efficiency. Evaluate opportunities to responsibly use automation, AI, and digital tools while maintaining required human oversight, data protection, compliance, and claim quality. What success looks like Consistent delivery of contractual SLAs, quality, compliance, efficiency, and customer experience commitments. A capable, engaged leadership team with clear accountability and a strong development pipeline. Trusted partnerships with client and internal stakeholders, supported by transparent communication and dependable execution. Measurable operational improvements that reduce risk and friction while improving service and scalability. Early identification and effective resolution of performance, compliance, customer, and operational risks. What are the requirements needed for this position? Bachelor's degree, or four additional years of relevant experience in l

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