General Description:

The Assistant Vice President, Claims Operations & Governance supports the President in advancing Synera Claims & Risk Solutions' strategic and operational priorities through governance, performance reporting, coordination, and disciplined follow-through across the organization.

The role is responsible for strengthening Synera's operational infrastructure and supporting its continued expansion into a broader claims and risk solutions platform. Key areas include claims operations governance, process improvement, performance management, audit remediation, operational integration, vendor governance, systems readiness, and preparation for future external TPA opportunities.

The AVP works across Claims, Litigation, Audit, IT, Underwriting, Finance, Puerto Rico operations, vendors, and other business partners. The position complements existing Claims and Litigation leadership and does not replace technical claims authority, direct claims supervision, or litigation leadership responsibilities unless specifically assigned.

Essential Duties and Responsibilities:

Operational Governance & Performance
• Support the President in executing and monitoring key strategic and operational initiatives.
• Develop and maintain operational governance frameworks, including performance metrics, SLAs, reporting routines, escalation processes, and accountability mechanisms.
• Monitor operational performance and trends through dashboards and KPIs and coordinate corrective actions with appropriate functional leaders.
• Prepare executive reporting, recommendations, risk assessments, and initiative updates for the President and executive leadership.

Claims Operations & Continuous Improvement
• Partner with Claims, Litigation, and Audit leadership to improve workflows, operational efficiency, quality, and alignment with established standards.
• Coordinate follow-up related to audit findings, litigation trends, legal spend, leakage indicators, staffing and capacity, and other operational priorities.
• Support CAT operational readiness through reporting, vendor coordination, workflow planning, escalation protocols, and capacity planning.

Growth, Integration & Client Readiness
• Develop and maintain operational readiness frameworks for acquisitions, geographic expansion, new business opportunities, and client onboarding.
• Support operational integration and standardization across jurisdictions and business operations.
• Develop readiness standards for future external TPA clients, including SLAs, reporting, authority structures, vendor requirements, onboarding, and governance.

Systems & Vendor Governance
• Coordinate operational readiness for claims system implementations and enhancements, including workflows, UAT, reporting requirements, and post-implementation performance.
• Develop and maintain a vendor management framework and monitor service quality, timeliness, cost, compliance, and performance.
• Partner with IT and other business areas to identify workflow, automation, and service improvement opportunities.

Cross-Functional & Strategic Initiatives
• Coordinate cross-functional initiatives across Claims, Litigation, Audit, IT, Underwriting, Finance, Puerto Rico operations, vendors, and other stakeholders.
• Establish tracking, escalation, and follow-up processes to maintain accountability and timely execution of assigned initiatives.
• Lead or support special projects assigned by the President related to growth, operational efficiency, client readiness, and organizational development.

Supplementary Information:

This job description has been prepared to indicate the general nature and level of the work that the employees perform within their classification. This description is not to be interpreted as an inventory of all the duties, tasks, responsibilities, and qualifications required for the employees assigned to this job.

Education and/or Experience:

Bachelor's degree or equivalent combination of education and relevant experience.

Law degree preferred.

Minimum 10 years of progressive experience in property and casualty claims, claims operations, litigation management, audit, subrogation, or insurance operations.

Experience in multi-jurisdictional claims environments and working with carriers, TPAs, vendors, legal teams, and cross-functional business partners.

Strong knowledge of claims operations, operational reporting, process improvement, quality controls, and governance.

Strong analytical skills with the ability to interpret operational data and translate findings into actionable recommendations.

Demonstrated ability to manage complex cross-functional initiatives and drive accountability through coordination and influence.

Strong leadership, communication, organizational, and relationship management skills.

Ability to manage multiple priorities in a fast-paced, evolving environment.

Bilingual English/Spanish strongly preferred.

Licenses and / or Certifications:

Adjuster license, CLMP, AIC, CPCU, or related professional designation preferred.

Language:

Effective ability to communicate in English orally and in written form with management, internal and external customers, including ability to provide highly effective customer service. Ability to read, analyze, and interpret general business periodicals, professional journals, procedures, or regulations. Ability to effectively present information and respond to questions from internal and external business partners /customers. Spanish speaking skills are a plus, but not required.

Math Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Physical Demands:

The physical demands described here are representative of those that must be complied with by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee may be required to sit in front of a computer monitor for long periods of time, generally for 6 to 8 hours each workday, with the employee being able to take breaks throughout the day as necessary.

The work is in the office and is considered a sedentary position. It may require occasional walking and standing in addition to sitting at a desk. It may require lifting of items, but at any time no more than 10-20 pounds typically.

Work Environment:

The characteristics of the work environment described here are those that represent what the employee does while he/she performs the essential duties of the job. The company can reasonably accommodate disabled employees so that they can accomplish the essential functions of the job.

For on-site employees, the work is done in the interior of the building at normal temperature, air conditioning, good illumination, clean areas with minimal risks.

The noise level in the work environment is usually moderate.

Off-site employees are exposed to temperature changes and moderate noise levels.

Application of Functional and Organizational Knowledge:

This competency is focused on employees' technical and organizational knowledge and how these are applied for the benefit of the organization. Employees possess the skills and knowledge required for the position and perform their duties competently. They align their own behaviors with the needs, priorities and objectives of the organization and act in such a way as to promote the company's objectives and needs. They perform tasks within given time, avoid unnecessary interruptions and plan their time to comply with standards and achieve desired results. They understand how their decisions impact the organization. They demonstrate the ability to apply their knowledge in everyday situations to obtain expected results. They show interest in developing new knowledge and skills. They are considered a learning resource for their teammates.

Strategic and Analytical Capability:

This competency focuses on the skills that allow employees to anticipate future situations (advantages and threats) by performing a series of planned actions and by making decisions that are beneficial to the business. Employees with this competency can analyze and understand situations from several perspectives. They demonstrate the ability to organize a problem or situation in a systematic way and can establish comparisons from different angles. They recommend action plans to meet the objectives of the organization without losing perspective of its mission and vision.

Communication and Interpersonal Relationships:

This competency is focused on the employees' ability to transmit clear ideas to customers, colleagues, and leaders to facilitate the communication process and to achieve the goals of the team. Employees with strong communication and interpersonal skills can listen carefully to understand the information and can respond with empathy. They promote an environment of professional respect which helps to maintain excellent working relationships.

Leadership and Human Development:

The competency of leadership and human development is focused on having the ability which allows individuals to influence, support and direct others. Leaders that demonstrate this competency can identify strengths and opportunities in their employees. They provide a work environment where employees can turn their abilities and potential into action. They also create development plans for the continuity of learning of their team. They promote effective achievement of results. These leaders communicate objectives and provide feedback on team members demonstrated ability to meet these goals in a timely and clear manner to maximize their performance. They recognize errors, learn from their mistakes, and take corrective action.

Personal Accountability and Resources Administration:

This competency focuses on employees demonstrated commitment and dedication to their obligations. Employees fulfill their duties in a variety of situations at work. They show responsibility in abiding by policies and regulations governing the business. They show skills to administer entrusted resources with responsibility and care.