Manager, Claims Services

Employers Holdings   •  

Henderson, NV

Industry: Accounting, Finance & Insurance


5 - 7 years

Posted 74 days ago

This job is no longer available.


General Summary:

The Manager, Claims Services will manage daily Claims Services business operations and provide strong leadership, support, and guidance to the Claims Services team. This position will be responsible for the overall planning, directing, coordinating, and performance of the Claims Services team to meet established service levels. In addition, the Manager will oversee the development of administrative support workflows, implementation procedures, and daily work activities to achieve company objectives.

Essential Duties and Responsibilities:

  • Manage support teams and provide knowledge, tools, rewards, training, and skill development to achieve optimal results.
  • Provide coaching and guidance using problem-solving and communication skills.
  • Implement continuous process improvement through automation, streamlining, and identifying best practices.
  • Create an environment that fosters teamwork and is respectful to all team and company staff-members, internal and external customers, and vendors.
  • Select, manage, develop, and coach staff members.
  • Maintain proper staffing levels and coverage to provide a consistent, high-level of service to our customers.
  • Develop work standards and procedures and set clear expectations to ensure team’s quality and productivity goals are met.
  • Successfully plan, coordinate, and implement Shared Services’ objectives that support the Companies’ mission and financial goals.
  • Build and create clear two-way communication channels to share Company objectives with the team along with receiving critical feedback and ideas toimprove and enhance the department.
  • Respond to internal/external customer requests and complaints and resolve any escalated issues timely and satisfactorily.
  • Handle complex tasks and maintain a complete understanding of the functions performed throughout the Shared Services organization.
  • Collect and analyze data to support data driven decision-making.
  • Work closely with the Director of Shared Services to ensure administrative operations are consistent and efficient.
  • Other duties as assigned.

Job Requirements:

  • 5 years of management/supervisory experience.
  • 5 years administrative or customer support experience; or an equivalent combination of education and experience.
  • Strong working knowledge of Outlook, Word, Power Point and Excel.

Preferred, but not required:

  • Bachelor’s Degree in Business Administration or a related field
  • 5+ years’ Leadership experience in the insurance, legal, or healthcare industry or a related field
  • 5+ years’ Commercial and/or personal lines of insurance experience
  • Familiarity with claims processing and commercial insurance policy concepts
  • Expertise in training and/or facilitating small-to-large groups.


To perform the job successfully, an individual should demonstrate the following competencies:

Directing Others – Effectively establishes clear directions; sets stretch objectives; distributes the workload appropriately at all levels; lays out work in a well-planned and organized manner; maintains two-way dialogue with others on work and results; brings out the best in people; is a clear communicator.

Managerial Courage – Encourages direct and tough conversations but handles each situation with empathy: is looked to for direction in a crisis; composed when dealing with adversity and tough challenges.

Process Management – Excellent at figuring out the process necessary to get things done; knows how toorganize people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can’t; can simplify complex processes.

Hiring and Staffing – Identifies top talent; hires the best people available from inside or outside theorganization and assembles a talented staff that works well together.

Motivating Others – Creates a climate in which people want to do their best; can motivate and assess each person’s strengths and uses that information to get the best out of him/her; empowers others.

Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts withcustomers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.

Problem Solving – Uses rigorous logic and methods to solve difficult problems with effective solutions; explores different areas for answers; can see hidden problems; is excellent at analysis; looks beyond the obvious and doesn’t stop at the first answer.

Presentation Skills – Is effective in a variety of formal presentation settings; one-on-one, small and large groups, with peers, direct reports, and others; can manage group process during a presentation; can change tactics midstream when something isn’t working.

Work Environment/Physical Demands:
This role operates in a professional office environment with routine use of standard office equipment such as computers, phones and photocopiers.

  • This is largely a sedentary role; however, some mobility is required
  • May work early, late, or occasional weekend hours to accommodate business needs
  • Occasional lifting of a maximum of 30lbs.
  • Travel to other office locations/meeting locations occasionally necessary
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.