Claims Support Team Lead

The Claims Support Team Lead provides leadership, direction, and oversight to the Claims Support Team, ensuring operational excellence in support of Claims handling functions across the organization. This role is responsible for supervising daily team activities, driving service standards, ensuring compliance with claims-related processes, and fostering a culture of accountability, collaboration, and continuous improvement.

The Team Lead serves as a key liaison between Claims leadership and the Claims Support Team, ensuring operational support activities align with departmental objectives and business goals. This position reports to the Claims Services Manager and plays an active role in supporting claims operations, workflow optimization, employee development, and performance management.

• Provide direct leadership, guidance, and oversight to the Claims Support Team, ensuring timely and accurate completion of operational and administrative claim support functions.
• Monitor team workload, capacity, productivity, and service levels to support efficient claims operations and optimal customer experience.
• Establish, track, and report on key performance indicators (KPIs), service standards, and quality metrics to ensure team performance aligns with departmental expectations.
• Serve as the primary escalation point for support issues, identifying solutions and collaborating with Claims leadership to resolve operational challenges.
• Conduct regular coaching, performance discussions, and development planning to drive employee engagement, accountability, and growth.
• Partner with Claims Managers, Supervisors, and other business leaders to support strategic initiatives, workflow management, and operational priorities.
• Ensure adherence to company policies, claims procedures, regulatory requirements, and audit standards within all support activities.
• Collaborate on the implementation and maintenance of standard operating procedures, process documentation, and training materials.
• Identify trends, process inefficiencies, and operational risks affecting claims support functions and recommend improvements to enhance quality and performance.
• Facilitate onboarding, training, and cross-training programs to ensure team members possess the knowledge and skills required to effectively support claims operations.
• Promote a culture of customer service excellence, collaboration, continuous improvement, and operational accountability.
• Maintain proficiency in claims systems, workflows, and support functions, providing hands‑on assistance during peak workloads.

Requirements

• Demonstrated leadership experience with the ability to motivate, coach, and develop employees while driving accountability and results.
• Strong understanding of claims operations, claims lifecycle processes, and insurance industry practices.
• Ability to analyze operational data, identify trends, and make informed recommendations to improve efficiency, and productivity
• Experience developing, implementing, and monitoring service-level expectations, and quality standards.
• Excellent written and verbal communication, interpersonal, and relationship-building skills with the ability to influence and collaborate across all levels of the organization.
• Advanced proficiency in Microsoft Excel, including reporting and data analysis.

• College degree or college level education preferred
• Minimum of 5 year of insurance, claims, or related operational experience preferred
• Minimum of 2 years of leadership, supervisory, mentoring, or team lead experience preferred.
• Experience supporting Claims operations, service delivery functions, back-office management or business process management strongly preferred.

biBerk is where commercial insurance buyers can obtain coverage for their businesses from insurers of the Berkshire Hathaway group of Insurance Companies, one of the best capitalized insurance groups in the world. Our ultimate parent, Berkshire Hathaway Inc. () is a holding company with diversified interests in a host of industries, including insurance, energy, transportation and manufacturing. Most…