Overview

The Claim Operations Manager II will be responsible for the consistent delivery of a high quality work product and customer service by the Claim Operations team in support of the following claim disciplines: Casualty/Environmental, Property, Specialty, Workers Compensation and Recovery. This position will be responsible for setting and implementing clear strategies to effectively support the needs of Southwest Claims Region and will have direct accountability for process and talent management to ensure all goals are accomplished. This position provides proactive leadership regarding the appropriate use and allocation of resources to achieve maximum business results from both an overall Claim perspective as well as Claim Operations. The Claim Operations Manager II will be responsible for a staff of approximately twenty (20) or more employees who are located in the Dallas and Houston offices.MAJOR DUTIES/RESPONSIBILITIES OF THE JOB: • Work closely as a single point of contact with both Claims and other business partners to effectively understand the unique needs of Claims and recommend, develop and implement solutions for meeting these needs in the areas of process mapping, resource allocation, and division of labor across the multiple lines of business supported.• Optimize workflows/processes, tools, staff allocation, and appropriate allocation of technology to ensure efficient and cost effective Claim Operations. • Utilize and recommend technology solutions that streamline workflows, increase processing efficiencies and improve productivity to ensure Claim Operations maximizes their usage of the technology available to them to continually improve their service to Claims. • On an ongoing basis, continually assess, improve processes and recommend best practices to meet changing customer demands and Claim business needs. • Proactively interact with external and internal customers to ensure appropriate and timely resolution of service issues. • Provide direct leadership to a large staff to maximize Claim Operations effectiveness, including coaching, developing, and administration of performance management activities. • Lead and encourage an inclusive work environment that embraces open, responsive and proactive communication.• Conduct regular self-audits of Claim Operations results, processes and workflows. • Maintain Claim Operations budget in accordance with guidelines.KNOWLEDGE AND SKILLS:1. Strong leadership, change management and team development skills.2. Knowledge and understanding of Claim processes and workflows. 3. Proven ability to evaluate operations and realign tasks and activities to appropriate level, including ability to plan, audit, monitor and control workflows.4. Strong verbal and written communication skills.5. Ability to manage multiple activities simultaneously across multiple lines of business and work in a team environment6. Ability to assess business needs for remote teams/internal customers. 7. Ability to travel to other serviced locations as required.EXPERIENCE AND EDUCATION:Bachelor’s degree preferred; Associates Degree with a minimum of four (4) years management experience and/or eight (8) years Claim or Claim Operations experience. Additional Information:Travel Percentage: 25%