Director of Carrier ServicesDepartment: Carrier Services
Reports To: Vice President of Customer Experience & Resource Management
FLSA Status: Exempt
Position Status: Full-Time
Supervisory Role: Yes
Hancock Claims Consultants is seeking a
Director of Carrier Services to provide leadership and operational oversight across
Customer Service, Scheduling, Claim Services, Client Select Services, and Quality Assurance.
This role is responsible for
operational excellence, leadership development, service performance, BPO oversight, and continuous improvement across Carrier Services. The Director will lead Managers across multiple functions, ensure established performance and service expectations are achieved, and help strengthen the overall customer and carrier experience.
Key Responsibilities- Lead, coach, and develop Managers responsible for Customer Service, Scheduling, Claim Services, Client Select Services, and Quality Assurance.
- Oversee daily operations, staffing, workflows, and performance to ensure established KPIs, SLAs, quality standards, productivity goals, and client requirements are consistently achieved.
- Identify performance gaps, analyze root causes, and ensure appropriate corrective actions and improvement plans are implemented and monitored.
- Oversee BPO resources supporting Claim Services, Client Select Services, and Quality Assurance, including staffing, productivity, quality, accuracy, and service-level performance.
- Maintain operational readiness during CAT events, volume surges, staffing challenges, and other business disruptions.
- Analyze operational data and performance trends to identify risks and opportunities to improve efficiency, quality, productivity, turnaround time, and customer experience.
- Partner with Technology, Business Intelligence & Analytics, and other departments on operational, system, and workflow improvements.
- Support the implementation of new clients, programs, workflows, and service requirements.
- Develop leadership talent and identify training, development, and succession needs throughout Carrier Services.
- Provide senior leadership with regular updates regarding operational performance, staffing needs, risks, significant issues, and corrective actions.
Required Qualifications- 5+ years of progressive experience in operations, customer service, claims services, insurance services, or a related service environment.
- 3+ years of people-management experience, preferably including experience leading Managers, Supervisors, or other people leaders.
- Experience overseeing multiple teams or operational functions.
- Experience managing performance in a high-volume, KPI/SLA-driven service environment.
- Experience working with BPO partners, outsourced resources, third-party service providers, or distributed teams.
- Demonstrated ability to analyze operational performance, identify root causes, and implement effective solutions.
- Strong leadership, coaching, communication, organizational, and problem-solving skills.
- Ability to effectively partner with senior leadership and cross-functional teams.
- Bachelor's degree in Business Administration, Operations Management, Insurance, or a related field, or an equivalent combination of education and relevant professional experience.
Preferred Qualifications- Experience within property insurance, claims, property inspection, or insurance services.
- Experience working with insurance carriers and carrier-specific service requirements.
- Experience with customer service/contact center, scheduling/dispatch, claims processing, or quality assurance operations.
- Experience managing offshore or nearshore BPO operations.
- Experience utilizing Power BI or similar operational reporting tools.
- Process improvement or workflow optimization experience.
- Experience supporting CAT events or other high-volume surge operations.
Work ScheduleThis is a full-time, exempt position requiring flexibility based on operational and business needs. Availability outside normal business hours may be required to support operational escalations, CAT events, high-volume periods, staffing needs, or other business-critical situations. Occasional travel may be required.
What This Opportunity Offers- Competitive Base Salary
- Performance-Based Bonus Structure
- Increased Leadership Responsibility and Organizational Impact
- Professional Development and Leadership Growth
- Opportunity to Lead Multiple Carrier Services Functions
- Increased Exposure to Senior Leadership and Cross-Functional Initiatives
- Continued Career Growth with Hancock Claims Consultants
Current Hancock benefits and eligibility will continue in accordance with applicable company plans, policies, and the terms of the position.
If you're ready to take the next step in your career,
expand your leadership impact, and help drive the continued success of Carrier Services, we encourage you to apply.
Grow your career. Lead with impact. Help shape what's next for Hancock.
