Senior Claims Vendor Specialist

The General, a subsidiary of Sentry Insurance, is looking for a Senior Claims Vendor Specialist to join our team! The Vendor Specialist is responsible for strategically developing, maintaining, and optimizing a high-performing network of external vendors, including adjusters, body shops, and estimators. This role leverages data analytics and reporting to drive decision-making, improve performance, and enhance service delivery. The Senior Vendor Specialist leads the strategic deployment of lean processes, both internally and across the vendor network, to optimize workflows, reduce costs, and ensure quality outcomes. Key responsibilities include auditing vehicle repair estimates, providing feedback and coaching to vendors and staff appraisers, and resolving conflicts. Additionally, the role focuses on continuous improvement, aligning vendor performance with company objectives, and driving business outcomes through effective relationship management and process optimization.

What You'll Do

As a Senior Claims Vendor Specialist, you will:

• Build, maintain, and expand a high-performing network of external vendors (independent adjusters, body shops, estimators, etc.) to ensure efficient service delivery.
• Lead the onboarding, training, and integration of new vendors to ensure alignment with company standards and objectives.
• Identify and deploy the best-fit vendors for specific market areas, ensuring the right balance of quality, cost, and customer satisfaction.
• Collaborate with internal teams (Claims, Operations, etc.) and external vendors to design and implement efficient, lean workflows that streamline claims handling and reduce operational costs.
• Continuously evaluate and improve work processes to enhance productivity and customer satisfaction across the vendor network.
• Develop and manage key performance indicators (KPIs) and service level expectations, ensuring alignment with organizational goals.
• Create and maintain comprehensive guidelines and best practices to ensure vendors adhere to the company's service standards and regulatory requirements.
• Conduct regular audits of vendor work products for quality, accuracy, and compliance with established guidelines.
• Provide ongoing coaching and feedback to vendors on performance, ensuring continuous improvement and alignment with strategic goals.
• Cultivate strong relationships with key external stakeholders, ensuring effective communication and issue resolution.
• Lead business review sessions with vendors and internal teams to monitor performance, share feedback, and implement action plans for improvement.
• Foster a culture of accountability and collaboration to drive consistent performance improvements.
• Use data analytics (Excel, Tableau, etc.) to monitor vendor performance, identify trends, and inform strategic decision-making.
• Collaborate with leadership to develop and execute objectives and key results (OKRs) related to vendor network performance, operational efficiency, and customer satisfaction.
• Lead market area analysis to identify opportunities for expansion, optimization, and vendor deployment based on geographic and market demands.
• Provide catastrophe (CAT) support and participate in CAT duty as needed to ensure business continuity and effective response during high-demand situations.
• Work closely with claims staff to address any appraisal inquiries, ensuring timely and accurate claims settlements.
• Lead negotiations with vendors, including body shops, estimators, and appraisers, to achieve positive outcomes that benefit both the company and the customer.
• Ensure that all negotiated terms align with company standards, ensuring consistency and fairness across the vendor network.

What it Takes

• Proven ability to develop and implement customer-driven solutions through effective vendor network management and performance optimization.
• Strong understanding of policy language, coverages, and underwriting intent, with the ability to apply this knowledge in managing vendor relationships and claims processes.
• Extensive experience in claims handling, with a focus on optimizing vendor performance, auditing estimates, and ensuring adherence to service standards.
• Exceptional problem-solving skills, with the ability to identify emerging conflicts or issues within the vendor network and resolve them efficiently.
• Advanced data analysis and reporting capabilities, utilizing tools such as Excel and Tableau to drive performance improvements and inform strategic decision-making.
• Expertise in implementing lean processes across internal teams and external vendors to improve workflow efficiency, reduce operational costs, and enhance customer satisfaction.
• Strong communication and interpersonal skills, with the ability to pro