Pacific Region Claim Operations Supervisor

Pacific Region Claim Operations Supervisor

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.

Great American’s Strategic Comp division is currently seeking a Pacific Region Claim Operations Supervisor to help support and lead our growing Claim Operations department in California. Candidates residing in the Pacific Time Zone need only apply.

• Manages the daily activities, procedures, and financial transactions of the California Claim Operations Team.
• Assigns, coordinates, and reviews the work activities of associates.
• Monitors and controls team quality, productivity and workflow using management controls and reports.
• Makes recommendations to senior leadership based on observations.
• Enforces policies and procedures to ensure the team successfully supports all internal and external business partners.
• Conducts audits and assesses associate work product as appropriate.
• Proactively and consistently provides team status reports to senior leadership.
• Effectively onboards new team members; collaborates closely with associates to ensure success.
• Ensures employees have adequate training and are utilizing the most current department policies and procedures.
• Builds high-level system knowledge to instruct associates on processing workflows and automated systems to include Microsoft Office, Claim Connect, Claim Center, Ops Now, Maven, Doc Ex, Cognos, and others as necessary.
• Facilitates implementation of company programs and procedures related to claim operations, encouraging and motivating through change management processes.
• Ensures the team meets performance targets; identifies lower performing associates and offers additional support or training.
• Manages associate work schedules to ensure business continuity and team coverage.
• Meets regularly with team members to discuss results, challenges, opportunities for improvement, productivity, and to obtain general feedback.
• Monitors shared mailboxes for volume, productivity, completion, and accuracy.
• Evaluates direct reports regarding talent selection, development, and performance management.
• Reviews and analyzes reports for productivity and capacity results; identifies actionable systemic issues or trends; amends data as needed.
• Projects positive image of the organization to team members, as well as internal and external business partners.
• Demonstrates an elevated level of emotional intelligence and superior diplomacy skills; interacts positively and effectively with business partners to share or convey information in response to issues, inquiries, and escalations.
• Escalates issues to senior leadership as needed.
• Demonstrates excellent verbal and written communication skills.
• Communicates and explains new policies, procedures, or directives to associates; providing 1:1 training as needed.
• Conducts timely, constructive performance evaluations. Ensures that the team meets performance targets.
• Ensures the team complies with company and regulatory guidelines.
• Self-motivated; under limited supervision works proficiently, productively, and remains timely.
• Maintains a professional demeanor in all situations.
• Performs other duties as assigned.
• May lead special projects.

• Must reside in the Pacific Region.
• Requires prolonged sitting and/or standing.
• Requires frequent use of computer.

• High school diploma required. Associate degree preferred.
• A minimum of 5 years of California workers compensation operations or claims experience is required, including at least 2 years of team management experience.
• Knowledge of or…