Claims Operations Manager

Overview

Assists Executive management team in the implementation of long- and short-range planning, policies, programs, and objectives for the Claims Analytics function. Works closely with management to develop and implement analytics strategies and operational plans to achieve strategic goals. Acts as a liaison between Claims Analytics and other departments in support of operational, analytical, and organizational objectives. This position is responsible for managing the day-to-day analytics, reporting, and administrative processes for the business unit.

• Manages all aspects of key initiatives including research, scope, requirements, analysis, cost/benefit evaluation, communication plans, and tracking of results in support of Vice President, Head of Shared Services, and Claims operations. Initiates and chairs meetings related to analytics initiatives and performance insights.
• Drives business results through development, creation, and implementation of standardized and uniform reporting frameworks, data governance practices, operational procedures, and business plans. Develops, manages, and analyzes service quality, staffing, financial, and performance metrics and makes recommendations to achieve goals across the Claims organization. Ensures compliance with reporting standards and governance requirements.
• Coordinates analytics projects, special assignments, and recurring reporting activities with Claims Operations, Finance, and other enterprise partners. Applies advanced analytical approaches and develops project plans outlining current state, target outcomes, and measures of success.
• Oversees staff engaged in business performance analysis, trends and analysis reporting, ad-hoc analytics, and statistical and research projects in support of the Claims business unit. Ensures daily, weekly, monthly, quarterly, and annual reports and dashboards are accurate, timely, and actionable.
• Hires, trains, develops, evaluates, and manages staff in accordance with company policies and federal/state regulations, with input from Human Resources. Provides coaching and development opportunities and addresses performance issues as appropriate.
• Reviews and recommends direction for analytics-driven business decisions, including resource allocation, operational performance improvement opportunities, and alignment with strategic objectives of the Claims organization.
• Decisions include development of reporting standards, analytical methodologies, and best practices. Makes decisions involving goal and resource allocation within the analytics function. Problem solving includes maximizing organizational performance through insights related to service quality, operational efficiency, staffing, and financial outcomes. Decisions are generally made independently, with the most complex issues elevated to the executive level. Work is complex and requires broad understanding of Claims operations and analytics.

• Bachelor’s degree required; equivalent combination of education and experience considered.
• 7–9 years progressively increasing responsibility in areas such as business performance/analytics, operational excellence, budgetary and financial analysis, or operations management. Required
• 4–6 years management/supervisory experience. Preferred
• Professional verbal and written communication skills. Required
• Proficiency in Microsoft Office products, including Outlook, Word, Excel, PowerPoint, and Access. Required; additional software skills (e.g., MS Project) desired.
• Strong organizational and time management skills with the ability to multitask and meet deadlines as set by management.
• Proven interpersonal skills working in a team environment and fostering high achievement.
• Ability to delegate and oversee projects and assignments to other employees as directed.
• Advanced verbal and written skills, including the ability to translate complex analytical or technical concepts into terms non-technical audiences can understand.
• Ability to interface effectively with Senior Management.
• Ability to accurately compile, analyze, interpret, and present reporting for large quantities of complex data.
• Knowledge of business unit–specific…