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Assistant Vice President Claims The candidate leads and directs a team of technical Claims Professionals and/or Claims Managers to ensure accurate and timely resolutions of claims in highly complex lines of business. Serves as a subject matter expert to the underwriting team regarding product developments or enhancements to provide support and guidance and ensure compliance with the regulatory policies. Coordinates the work activities of the team, and has responsibility for performance, development, and coaching of management staff to maximize contributions and drive employee development and operational improvements. Drive superior claims results by providing direction, technical guidance, tracking and reporting on key metrics for high exposure, high complexity claims. Achieve customer satisfaction targets by building and maintaining relationships with internal colleagues, external customers and brokers, and analyzing and resolving quality and customer service problems. Contribute to effective claim outcomes by effectively implementing Claims Best Practices to manage loss payments and claim expenses. Ensure compliance with all legal, regulatory and internal control requirements. Provide claims insights to assist business units by collaborating in product development, customer/broker stewardship and prospect meetings. May share information concerning industry trends and major claim issues by collaborating with underwriting and centers of expertise. Is a business partner to underwriting and centers of expertise in drafting endorsements/policies as well as provide ongoing feedback on policy/endorsement wording modifications. May attend critical insured/potential insured meetings and otherwise participates in significant marketing events. Motivate and lead a high performance team by attracting, onboarding, recruiting and retaining team members. Drive the performance management process by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company’s policies,. Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, IM and regular interpersonal communications. Share professional and technical knowledge by participating in industry conferences or associations or has other involvement in industry events. Create a workplace culture that is consistent with the company purpose, values and strategy. Protect company´s reputation by keeping claims information confidential. Maintain professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies. Contribute to the team effort by accomplishing related results and participating on projects as needed. Business Travel, as required. Oversee the operational workload of property/casualty commercial Claims Professionals or Managers for highly complex line of business, ensuring resources are fully utilized to deliver against agreed upon service levels. Monitor and review the performance and behavior of team members and take action to ensure compliance with the company´s risk and compliance policy and codes of conduct. Regularly communicate organizational updates to team to ensure awareness and alignment with strategy and business priorities and foster employee engagement. Provide technical expertise to colleagues on a daily basis, by being focal point of contact, to ensure adherence to the company´s policies and processes. Build and measure success against customer specific claims handling protocol and/or customer proposition charter to fulfill the needs and expectations of our customers. Analyze and review complex data from multiple sources to make informed, authoritative technical/professional recommendations in order to improve claims performance in the medium and longer term. Manage relationships with key customers or customer segments in order to drive customer satisfaction. Provide technical expertise to key internal stakeholders across segments in order to identify opportunities for service improvement to ensure commercial viability and customer satisfaction. Oversee change within area of claims, ensuring different initiatives across the organization are aligned to business goals and are delivered successfully. Translate claims objectives into clearly defined actions and behavior expectations in order to deliver results for the organization. Investigate and review escalated customer cases and represent the organization in contentious cases to ensure a speedy resolution in accordance with regulatory requirements and company policies. Ensure that appropriate documentation, implementation and communication of established policy, procedures and operating standards is completed for area of responsibility to ensure compliance, quality and consistency. Advise subordinate and stakeholders in area of specialism to raise issues as soon as possible and develop team’s capabilities. Should have Juris Doctor and 8+ years of experience in the Claims area OR Bachelors Degree and 9+ years of experience in the Claims area OR High School Diploma or Equivalent and 11+ years of experience in the Claims area. Related experience may include previous experience in an office environment that required. Preferred: AIC, CPA, CPCU, CFA, or CTP; SCLA. Desired: Previous management experience, including coaching and mentoring. Previous claim handling experience. Experience in a work environment that required collaboration across work groups.
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