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SUMMARY:
- As a member of Claim Center Management Team, accountable for the results of managers within assigned LOB. Drive product strategies to ensure claim policies, procedures, and standards are implemented and maintained
- Participate in the development of claim management strategies specific to assigned product area by working with Field Product Line Manager and Home Office Product leadership.
- Responsible for successful execution of those claim management strategies locally and for continually communicating with FPLM and Home Office Product leadership to strengthen results.
- Recognized as the local product expert, supports the FPLM working with business partners to ensure claim strategies are understood and an integral component of the business plans/objectives.
- Select, lead, mentor, performance manage and develop staff.
PRIMARY DUTIES:
Attract, Retain and Develop World Class Talent:
- Direct the selection, development, deployment and evaluation of assigned Claim team.
- Identify, develop and retain high potential/high performing employees who have the potential for or are ready to fill critical roles in the organization.
- Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback.
- Develop and implement strategies and plans to address Claim Professional and Unit Manager development. Make certain training needs are identified and addressed on an ongoing basis.
- Provide enhanced technical leadership focus to strengthen the product/technical development of the staff.
Provide Compelling Claim Services
- Employ proper claim handling techniques to protect the integrity of our brand and providing consistent service quality and streamlined processes to add value for our customers.
- Drive local claim strategy/execution through effective communication and endorsing a perpetual improvement mindset.
- Identify business drivers and trends from analyzing claim data. Work with FPLM and Home Office Product teams to develop, understand and implement national strategies and provide input on new strategies.
- Provide guidance and direction to Unit Managers and claim professionals through a continuous process of management involvement and claim file review. Evaluates claim behaviors, taking improvement actions as appropriate.
- Responsible for product quality alignment with Home Office Product strategy. Seeks information on, supports, and communicates Claim's philosophies.
- Identify business drivers and trends from rigorously analyzing claim data
- Work with teams to develop, understand and implement strategies and provide input on new strategies.
Drive the Information Advantage
- Successfully leverage data, management information and technology to identify and make the most of opportunities to support business strategies and improve results.
Achieve Optimal Solutions
- Focus on resolution and process improvement, fulfilling all obligations while maximizing cost effectiveness, helping the business understand drivers, trends and product stress points and helping our partners attract and retain business.
- Work with FPLM to develop, implement and adjust product line staffing/ operating expense budget in support of claim strategies by proactively monitoring notice and volume trends in conjunction with local business market growth projections/plans.
- Serve as a member of the local Executive Management Team providing input, insight, and assistance to other FPLM and other managers to ensure the success of the local office as a whole.
Partner for Mutual Success
- Develop and maintain effective relationships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes.
- Act as Field liaison with our claim partners in Staff Counsel, TIS, Risk Control, and Nurse Programs. Serve as role model of decision-making skills and professional image by seeking and sharing knowledge from experience.
- Maintain productive and useful relationships with customers, business partners and organizational peers based on meaningful and timely exchange of information.
- Coordinate and support marketing by participating in sales and account management process.
- Represent the Company, ensuring strong business relations, issues and complaints resolution, and the acquisition and retention of profitable business.
EDUCATION/COURSE OF STUDY:
- College degree or equivalent work experience.
WORK EXPERIENCE:
- Comprehensive knowledge of at least one line of business
- Claim management experience required.
OTHER:
- Knowledge and understanding of marketing, underwriting and account management processes.
- Insurance license(s) as required by state regulation.
- Current on jurisdictional laws and regulations.
Generally 5 - 8 Unit Managers
Span of control may vary based on:
- complexity of LOB
- experience of staff
- team composition
- market mix
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 |