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Director, Claims Operations Leader
2 months ago
Sym-Tech Dealer Services is seeking a highly skilled and experienced Director, Claims Operations to join our team. As a key member of our leadership team, you will be responsible for overseeing the efficient operation and performance of our Claims Operations department.
Key Responsibilities- Oversee all functions of the Claims Operations Team, ensuring seamless execution of daily activities and continuous improvement.
- Manage staffing levels and policies to ensure claim turnaround times meet Service Level Agreements.
- Liaise with Field Associates, Clients, Dealers, and Customers as required, particularly on escalated claims.
- Develop and apply methods to proactively identify, monitor, and intervene on potential high-dollar/problematic claims.
- Manage Claims Operations' performance against agreed targets and within policies and standards.
- Formulate, communicate, and enforce quality/efficient work standards.
- Develop and implement new solutions and operational processes to ensure optimization and higher levels of automation/auto-adjudication.
- Ensure our online claims solutions are best-in-class and drive a high usage rate.
- Identify claim patterns that may be helpful in product design modifications.
- Analyze/produce performance reports as required for senior executives, clients, and to identify departmental efficiencies.
- Assess bottlenecks of work processes and coordinate with others to implement solutions aiming at increasing efficiencies and Dealer/Customer satisfaction.
- Identify the skills required by the Claims Operations Team and build/develop a high-performing team.
- Challenge the status quo, raise our thinking and standards to deliver excellence and improve results.
- 8+ years of automotive experience with a minimum of 3 years in a people management role.
- Undergraduate degree preferred, or equivalent experience.
- Fluency in French preferred.
- Exceptional leadership skills, excellent customer focus, and the ability to proactively identify and understand customer needs.
- Demonstrated decision-making skills, including the ability to properly assess, analyze, and improve claims performance.
- Excellent oral and written communication skills necessary for customer contact, negotiation, presentations, project management, and personnel management.
- Advanced knowledge of claims best practices, technical claims operations, procedures, and claims performance strategies, as well as day-to-day claims operations.
- Ability to make timely decisions, establish priorities, and set strategic directions.
- Ability to organize and deal with a variety of situations, identify problems, and recommend/implement resolutions.
- Proficient computer skills – MS Excel, Word, and PowerPoint.
- Ability to work in a fast-paced environment.
- Performance-oriented – driven to achieve.
- Commitment to excellence – quality, attention to details, and deadline-driven.
- Ability to work independently and take initiative.
