Dallas, TX / Wilmington, DE / Chesapeake, VA | Onsite
We are engaged by a global insurance carrier who are seeking an A&H Claims AVP. The role is focused on claim execution and outcomes, best practices development, and in building strategic capabilities. The ideal candidate will need to understand the various products associated with the Enhanced Banking credit card programs. Key aspects of the job include being responsible for driving the delivery of customized claim account management which includes the technical and business relationship needs of the customer, producer, and internal business division that produces the business.
Responsibilities:
- Provide oversight and direction for overall claims quality, outcomes, and customer service of the enhanced banking program
- Work as part of a team to review and respond to all Enhanced Banking claim referrals
- Leverage data to understand performance and production, drive key audits, identify trends, determine service/quality gaps, and develop specific tactics and strategies to resolve issues
- Manage all vendor relationships and ensure their performance meets or exceeds best practices and SLAs, cost containment, and quality assurance
- Assist with TPA contracts and business placement to align with business goals and objectives
- Ensure that the claim platform features/experiences are measured, requirements defined, and capabilities delivered based upon a clear strategic vision and roadmap
- Ensure the functional performance of the claims operation by leading and supporting the development and implementation of claims best practices, operating models, and customer service standards
- Ensure the A&H/Life/Enhanced Banking Claims Strategy is aligned with business plans, needs and priorities
- Develop and implement strategies for the effective reserving and handling of claims to achieve service delivery excellence
- Identify ways that claims processes can generate data useful to the pricing, segmentation, and management of our business. Work with underwriting, actuaries, and IT leaders to improve granularity, quality, and accessibility of claim data
- Monitor and analyze changes in the legal and regulatory claims environment. Communicate trends and developments to executive leadership
- Ensure a competent and motivated staff through hiring, training, retaining, directing, and mentoring of the claims staff
- Build strong relationships with key internal/external business partners
What we’re looking for:
- Bachelor’s degree. A MBA, Master’s Degree, or J.D. is a plus.
- Recognized Industry Claim Designations Preferred and Adjuster Licenses
- At least 5+ years claims and people leader experience across multiple product lines and distribution channels, preferably including Accident & Health/Life/Enhanced Banking including credit card benefits
- Multi-lined claim background, including Workers Compensation or General Liability is a plus
- Highly data literate with strong analytical skills
- Proven effective leadership, people management, interpersonal, collaboration, written communication, and oral communication skills
- Proven track-record of driving operational efficiencies, claim outcomes, and exemplary customer service
- Financially astute as well as demonstrated strong decision-making and prioritization skills
- The ability to work in a complex, fast paced, and matrixed environment
- A thorough knowledge of global insurance products, contracts, regulatory languages, and claims practices and operations
- Demonstrated ability to set and meet challenging objectives derived from and in support of strategic goals.
- Experience working with claims in international markets preferred
- Ability to adapt and embrace change
- Excellent verbal/written communication and executive presentation skills
- Willingness to travel approximately 30%