Sr. Manager P&C Claims HO3

The Senior Manager is a transformational leader responsible for overseeing the day-to-day operations of managers, supervisors, and claim adjusters within the P&C Housing Claims Department. This role specifically manages claims operations for Manufactured Housing, Condo, Flood, and HO3 product lines. The Sr. Manager provides inspirational leadership in managing and coaching, motivating employees to meet the key performance standards, and adhering to proper claims handling guidelines with the investigation of insurance claims based on coverage, damage, and liability. This role is also responsible for leading the execution of change management, claims strategies, employee development, employee engagement, and technology adoption, as well as driving the execution of operational risk management, regulatory compliance training, and procedures across multiple teams. This is a remote opportunity.

What will my duties and responsibilities be in this job?

70% Claims Management

• Provides transformative leadership and supports implementation of innovative initiatives that drive efficiencies, build culture, and deliver value.

• Drives a digital-first mindset, supports new technology to drive greater automation, and holds teams accountable for adoption and execution.

• Inspires an engaged, high-performance team of leaders who hold themselves and their teams accountable for delivering positive experiences to members and customers to drive exceptional results.

• Provides leadership, coaching, and direction to claims teams, fostering a culture of excellence, collaboration, and continuous improvement.

• Ensures timely and accurate processing of claims, adhering to industry standards and company standard operating procedures/policies.

• Collaborates with other departments, such as Legal, Finance, and Customer Service, to address complex claims and ensure a seamless customer experience.

• Analyzes claims data to identify trends, regulations, and best practices, incorporating relevant changes into claims processes.

• Stays abreast of industry trends, regulations, and best practices, incorporating relevant changes into claims processes.

• Leads the development and implementation of training programs for claims staff to enhance skills and knowledge.

• Oversee the development and maintenance of claims documentation and reporting.

• Identifies and implements strategic initiatives for claims management, enhancements, and improved procedures.

• Develops and fosters excellent relationships with clients, customers, and internal stakeholders.

• Utilizes operational metrics and reports to track trends and results and adjusts tactics accordingly.

• Participates in establishing/defining short- and long-term goals and plans for the work group. 

• Ensures complete and sound claim settlements, legal reviews, and investigations when necessary. 

• Resolves non-routine and escalated customer calls.  

• Research and respond to customer-escalated complaints, take appropriate action, and ensure follow-up communications occur. 

30% Leadership and Culture

• Selection of top talent, lead, develop, and mentor a team of managers and supervisors responsible for investigating and settling property and casualty claims.

• Provides ongoing coaching and direction/support to team members; creates a culture of accountability, trust, and engagement to deliver superior quality/results.

• Leads claims operations teams to meet client needs and drive the LOB's strategic initiatives.

• Holds managers accountable for serving members and providing appropriate solutions through their teams.

• Provides strong leadership to guide and inspire team members while fostering a positive and collaborative work environment.

• Consistently coaches and holds managers/supervisors accountable for leading their teams on claims handling, inspecting, and reviewing the quality of claims, and responding to escalations.

• Drives development by holding managers accountable for functional and leadership coaching and encouraging associate development planning.

• Communicates, evaluates, and reinforces productivity standards and performance expectations.

• Inspires an engaged, high-performance team that delivers positive experiences to members and customers and achieves exceptional results.

• Provides Leadership, coaching, and direction to claims teams, fostering a culture of excellence, collaboration, and continuous improvement.

• Provides ongoing coaching and direction/support to team members; creates a culture of accountability, trus