Director, Claims - Life and Annuities

Job Summary

The Director, Life & Annuity Claims provides operational leadership and oversight of F&G's Claims department. Reporting to the AVP, In-Force Services, this role is responsible for delivering service excellence to claimants, agents, and other stakeholders by driving claims processes that meet defined performance metrics and regulatory requirements.

The Director owns the day-to-day operational effectiveness of the Claims function, with accountability for team performance, quality, governance, and compliance. This includes providing technical leadership on complex and high-risk claims, including contestable and accelerated benefit claims, and ensuring unresponsive claims are handled in accordance with unclaimed property and escheatment guidelines. The Director partners closely with legal, underwriting, call center, TPA partners, and other internal stakeholders to maintain strong cross-functional relationships and resolve escalated issues.

A key focus of this role is continuous improvement: the Director is expected to proactively identify and lead initiatives that advance process efficiency, technology utilization, and team capability. The Director also plays a critical role in developing and maintaining a culture of accountability, transparency, and development-focused coaching at all levels of the department.

Description

• Oversee all aspects of the Claims function, ensuring operational compliance with state and industry regulations.
• Develop and present to AVP leadership an operational plan that balances workload management, staff development, and process optimization goals.
• Model and maintain a strong culture of accountability and transparency at all levels of the department, taking ownership of decisions, outcomes, successes, and challenges.
• Build and maintain high-performing claims leadership and examiner teams, fostering a culture of development-focused coaching and holding leaders accountable for team performance through quantitative and qualitative measurements.
• Oversee quality review and control processes for all claims activities.
  • Ensure appropriate claims governance, including authority levels, escalation protocols, and proactive identification and mitigation of risk issues or events to minimize impact and recurrence.
• Provide technical leadership on complex claims, including contestable and accelerated benefit claims, ensuring this high-risk function is managed effectively and accurately.
• Ensure unresponsive claims are processed timely under unclaimed property/escheatment guidelines, satisfying regulatory requirements.
  • Partner with claims leadership, legal, and other stakeholders to ensure timely response to appeals of adverse claim decision and consumer and insurance department complaints.
• Build and maintain effective relationships with internal stakeholders and external partners, including TPA oversight, for claims reporting, payment processing, and service delivery.
• Proactively identify and lead initiatives across the Claims organization, including workload strategies, process improvements, and technology advancements that drive efficiency and effectiveness.
• Ensure proper development and maintenance of standard process documentation and job aids, cultivating a culture of continuous improvement where materials are updated as changes are implemented.
• Prepare claims operations reports that highlight trends, performance against metrics, and key opportunities, providing data-driven insights to support leadership decision-making.
• Report regularly to the AVP on claims team performance, escalated issues, and operational risks.
• Monitor Claims expenses to ensure good stewardship of company resources.

Supervisory Responsibilities:  This role has people leadership responsibilities, including managing performance, developing talent, and supporting engagement and team effectiveness.

Minimum Qualifications

• Bachelor's Degree
• 8+ years life, annuity, and/or disability claims experience, including demonstrated expertise in contestable and accelerated benefit claims
• 3+ years of experience leading teams in a claims environment, with preference for experience managing other leaders
• Demonstrated experience managing relationships with external partners or TPAs, ensuring accountability and service delivery standards are met
• LOMA designations and/or formal process improvement training (e.g., Six Sigma, Lean) strongly preferred

Other Requirements

• This position primarily involves sedentary work, requiring long periods of sitting, regular use of a computer, and occasional standing or walking, with reasonable accommodations available.