Director Claims

Summary

The Director Claims directs activities within General and Auto Liability Claims, Physical Damage Repairs and Property and Cargo Claims including the management of loss control activities and third‑party provider relationships (consultants, legal counsel, insurers, external claims administrators). The Director manages and oversees the physical damage team and handles individual liability, property and cargo claims. This position reports to the Senior Director of Claims and requires little supervision.

It is considered a liability, property and physical damage expert within the company. The Director has responsibility to handle and manage the aforementioned claims in the US, Canada and Puerto Rico. The Director leads an internal staff of approximately 40, consisting of professional Claims Managers, Supervisors, Senior Office Manager, Claims Analysts and clerical staff support.

• Provides strategic direction to the claims team to establish defined and impactful goals, improve processes, create an inclusive work environment, and motivate staff to reach goals that increase claim quality, costs and improve employee and customer satisfaction.
• Ensures consistent identification of exposures, recommends solutions, promotes loss prevention, updates and monitors compliance with procedures and manages documented safety/risk management programs.
• Develops and implements processes to ensure physical damage repairs are completed timely and properly, partnering with vendors, operations and all business units.
• Partners with and gives direction to Operations, Sales, Central Support and Safety in various liability, property and cargo, and physical damage repair matters.
• Ensures correct coverage to avoid major exposure while keeping costs at a minimum.
• Manages team to ensure the claim process supports proper invoicing and reduces credits to improve customer satisfaction.
• Responsible for continuous improvement, developing and implementing new processes to improve overall financial results including the Process Integrity Program.
• Engages with field and senior management, internal legal counsel, safety directors, Sales, Ryder Security, and members of corporate risk management. Informs field and senior management on all claims issues.
• Primary backup for the Senior Director assisting with all aspects of the operations.
• Leads and directs claims managers, office manager, and supervisors as well as a team of 40+ claims analysts and administrative staff, charging them with continuous development, training sessions, and individual development plans.

• Performs other duties as assigned.
• Provides direction on high exposure claims and business process.
• Routinely updates senior management on trends, compliance issues on specific claims to assist in timely and well‑informed business decisions; understand root cause of claim frequency and severity.
• Establishes positive relationships with operations, sales, central support, leadership, and customers. Ensures superior customer service and assists with renewal business.
• Leads and directs special projects and performs other duties as assigned.

• Demonstrated ability to manage and develop a sizeable staff.
• Foster collaborative relationships and increase customer satisfaction.
• Superior ability drives favorable outcomes through strategic negotiations.
• Demonstrates exceptional interpersonal skills and ability to communicate clearly in verbal and written interactions.
• Ability to effectively interact and influence Executive, Field management and other business units within Ryder.
• Create a collaborative environment that drives engagement and results.

• Bachelor's degree in business, economics, finance or related field or equivalent claims work experience.
• 10 years or more in the Casualty Claim field.
• 5 years or more experience in vehicle rental/leasing business or commercial trucking insurance.
• 5 years or more in management or administrative experience.
• Working knowledge of state laws to include ownership, joint and several liabilities.
• Strong understanding of insurance law and policy languages as well as interpreting contracts.
• Strong…