Responsibilities
The Director will collaborate with Claims Leadership on strategies that support the organization’s current and long-term talent development objectives, address capability gaps, and create consistent, repeatable learning solutions for Claims personnel including new hire onboarding.
The Director is responsible for building educational curriculum and content, delivering training in small and large group settings, and coordinating additional training presentations and resources as needed.
The Director also leads the Claims Training Program from recruitment through graduation of new trainees, including direct personnel management and oversight of their low severity claim handling, integral to their training.
Strategy & Leadership
- Develop and execute a comprehensive claims training and development strategy aligned to business objectives, claims outcomes, regulatory requirements, and organizational values
- Collaborate with Claims Leadership on learning priorities, workforce capability, performance trends, and succession readiness
- Manage additional training resources (internal and external) when needed to accomplish business training objectives
- Establish governance, standards, and best practices for claims learning programs across all lines of business
Training & Curriculum Development
- Oversee the development and implementation of consistent, end-to-end design, delivery, and evaluation of claims training programs for new trainees, new hire onboarding, and ongoing staff technical skill development
- Leverage adult learning principles, blended learning modalities, simulations, and scenario-based training
- Utilize appropriate technology applications to create repeatable and sustainable educational content
Performance Enablement & Measurement
- Partner with Claims Leadership to identify skill gaps and performance opportunities
- Establish learning metrics, KPIs, and effectiveness measures tied to claims outcomes
- Administer testing and evaluation processes and assist in the monitoring of Claims personnel skill development
- Use data and feedback to continuously refine and prioritize learning solutions
Change Management & Innovation
- Lead training support for major claims initiatives, system implementations, regulatory changes, and process transformations
- Champion modern learning approaches, including digital learning platforms, microlearning, and on-the-job performance support tools
- Ensure consistency and scalability of training while adapting to line-of-business needs
Personnel and Claim Management
- Manages the entire employment cycle for all Claims Trainee direct reports (including but not limited to recruiting, onboarding, training, engaging, managing compensation, mentoring, managing performance (reviews & corrective action), and terminations).
- Performs regular file reviews and audits to determine compliance with Best Practices.
Qualifications
- Bachelor’s degree from a four-year college or university, preferably in Business, Insurance, Education, Organizational Development, or related field.
- 7+ years of progressive experience in insurance claims. Learning and development experience is a plus.
- 3+ years of leadership experience managing teams. Leadership of large-scale learning initiatives is a plus.
- Proven experience building enterprise training strategies tied to measurable business outcomes
- Ability to lead people and obtain results through others.
- Visionary thinker with ability to plan over multi-year time spans.
- Experience in organizational problem analysis and strategic problem resolution.
- Effective project management and team leadership skills.
- Ability to organize and manage multiple priorities.
- Proven track record of attracting, developing, and retaining talent.
- Ability to work and communicate effectively at all organizational levels.
- Strong interpersonal and presentation skills.
- Customer-oriented mindset.
- Proficient with Microsoft Word, Excel, PowerPoint, and Outlook.
- Ability to travel infrequently as needed and work outside normal schedule to fulfill responsibilities.
Additional Company DetailsThe Company is an equal employment opportunity employer We do not accept any unsolicited resumes from external recruiting agencies or firms. The company offers a competitive compensation plan and robust benefits package for full time regular employees. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.
