Claims Director

Job Description:

Summary: This role presents a unique opportunity to deliver a best-in-class service experience for our Financial Professionals, Customers and Beneficiaries in all aspects of the Claims process.

 Company Overview: We are a leading life insurance company committed to providing comprehensive financial security solutions to individuals and businesses. With a legacy of excellence spanning 170+ years, we continue to innovate and expand our offerings to meet the evolving needs of our clients and partners.

Position Overview: As the Director of Claims, you will provide leadership and oversight for all aspects of the Claims process for our Financial Professionals (FP), Account holders and beneficiaries.  This FP facing role (Financial Professionals are our clients) will report to the Head of Inforce Administration and Claims and is responsible for delivering a consistent top-tier service level for the claims process.

Key Responsibilities:

Leadership & Execution:

• Lead all aspects of the Claims process, including the first notice of loss, claims payment process and any communication required throughout.
• Develop and implement strategies to enhance the process, FP service delivery, and stakeholder satisfaction.
• Establish key controls and risk-based quality functions to ensure timely and accurate completion of all Claims tasks.
• Oversee the management and coordination of all aspects of production
• Establish strong relationships with financial professionals, distribution leadership & key stakeholders to drive engagement.
• Design and develop administrative policies, workflows, metrics, and dashboards for claims functions.
• Partner closely with the Finance, Actuary, Reinsurance teams to ensure proper monthly and quarterly claims reporting.

Team Leadership and Development:

• Build and mentor a high-performing team in partnership with Underwriting, Finance and Distribution, fostering a culture of excellence, collaboration, and continuous improvement.
• Provide coaching, training, and development opportunities to enhance team capabilities and expertise in support of Inforce.

Operational Excellence:

• Implement continuous improvement initiatives to optimize processes, streamline operations, and enhance customer satisfaction across Claims.
• Drive the adoption of innovative technologies and tools to improve efficiency and effectiveness in claims management.

Stakeholder Engagement:

• Cultivate and maintain strong relationships with internal and external stakeholders, including brokers, clients, regulatory bodies, and industry associations.
• Partner with leadership in Product, Finance, Distribution and IT to ensure alignment of service level delivery, project execution and controls.
• Establish relationships with distribution partners in the Penn Mutual competitive space.

Compliance and Risk Management:

• Ensure compliance with regulatory requirements and internal policies for FP interactions within Claims.
• Mitigate risks associated with Claims activities through proactive risk management strategies, fraud measures and adherence to industry best practices.

Qualifications:

Experience and Skills:

• Deep understanding of the various distribution models (Broker/Dealer, Career, Independent, Direct) and the nuances of each to ensure appropriate procedures, controls and service models.
• Proven experience with market tools and platforms in the Claims space
• Solid understanding of all aspects of the claims function for life and annuity products.
• Proven leadership experience in driving initiatives, managing teams, and delivering results in a complex organizational environment.
• Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions to improve business outcomes.
• Excellent communication skills with the ability to effectively engage and influence stakeholders at all levels of the organization.
• Deep understanding of the risk and control functions, reconciliation and regulatory requirements of all aspects of Claims back-office administration.

Education:

• Bachelor’s degree in Business Administration, Finance, Insurance, or a related field required. Industry designations/certifications (FLMI, ACS, CFP, etc.) strongly preferred.
• Minimum of 10 years of progressive experience in the Life & Annuity industry, with at least 5 years of experience leading and managing production teams.

Base Salary Range : $119,000-$170,000

For over 175 years, Penn Mutual has empowered individuals, families and businesses on the journey to achieve their financial goals. Through our partnership with Financia