Lead a high-performing claims operation, strengthen the customer experience, and help shape the future of financial services claims!

The Manager, Financial Services Claims is accountable for the end-to-end performance of a financial services claims operation. This leader combines strong people leadership, disciplined operational management, regulatory and contractual compliance, and effective client partnership to deliver accurate, timely, and customer-focused claim outcomes.

What will be my duties and responsibilities in this job?

Lead the operation

• Lead and coordinate day-to-day claims operations, including workflow, inventory, staffing, escalations, and service delivery.
• Own performance against contractual service-level agreements (SLAs), quality standards, efficiency targets, cycle-time expectations, and other key performance indicators.
• Use dashboards, operational reporting, and trend analysis to identify risk, remove barriers, and improve performance.
• Allocate resources and adjust priorities to meet business needs while maintaining appropriate controls and service continuity.
• Partner across Claims, Client Services, Quality, Training, Workforce Management, Compliance, Legal, SIU, Product, and Technology to resolve issues and deliver business outcomes.

• Lead, coach, and develop supervisors, team leads, and claims professionals in a geographically dispersed environment.
• Set clear expectations, provide timely feedback, conduct performance reviews, and address performance concerns consistently and fairly.
• Build leadership capability and succession pipelines through coaching, development planning, and meaningful growth opportunities.
• Create an inclusive, accountable, and collaborative culture focused on customers, results, continuous improvement, and employee engagement.
• Facilitate clear communication within the team and across business partners; address conflict constructively and promptly.

• Ensure claim handling complies with applicable laws and regulations, licensing requirements, company policies, client requirements, and documented procedures.
• Implement and monitor quality assurance and risk-control measures to promote accurate, consistent, and defensible claim decisions.
• Remain current on regulatory and industry developments and translate changes into practical procedures, training, and controls.
• Oversee complex or escalated claims and customer concerns, engaging the appropriate partners to support fair and timely resolution.
• Identify operational, financial, compliance, and customer risks; develop and monitor mitigation plans.

• Build trusted relationships with internal and external client stakeholders through transparent communication, sound judgment, and reliable follow-through.
• Prepare and present clear operational updates, performance results, trends, risks, and action plans to leadership and client audiences.
• Lead process improvement and change initiatives that reduce friction, strengthen controls, improve the customer and employee experience, and increase efficiency.
• Evaluate opportunities to responsibly use automation, AI, and digital tools while maintaining required human oversight, data protection, compliance, and claim quality.

What success looks like

• Consistent delivery of contractual SLAs, quality, compliance, efficiency, and customer experience commitments.
• A capable, engaged leadership team with clear accountability and a strong development pipeline.
• Trusted partnerships with client and internal stakeholders, supported by transparent communication and dependable execution.
• Measurable operational improvements that reduce risk and friction while improving service and scalability.
• Early identification and effective resolution of performance, compliance, customer, and operational risks.

What are the requirements needed for this position?

• Bachelor's degree, or four additional years of relevant experience in lieu of a degree.
• 6+ of claims experience with demonstrated proficiency in claim operations and decision-making.
• 4+ years leading people, operational teams, and/or complex projects.
• Proven experience managing claims operations, performance metrics, quality, compliance, and service delivery.
• Active claims adjuster license is required. The successful candidate must maintain all licenses required for the role and obtain any additional jurisdictional licenses within company-required timeframes.
• Demonstrated ability to lead large or complex teams, develop leaders, and drive accountability and engagement.
• Strong knowledge of claims regulations, compliance standards, risk controls, and industry practices.
• Excellent written and verbal communication skills, including the ability to engage executive, client, and cross-functional audiences.
• Analytical and business judgment with the ability to turn data into clear decisions and action plans.
• Ability to manage multiple priorities and travel up to 10%, as business needs require.

What other skills/experience would be helpful to have?

• Claims manager experience leading a large, multi-layered, or geographically dispersed operation.
• Experience in financial services, card benefits, insurance, regulated customer operations, or a similarly complex environment.
• Degree or advanced coursework in business, finance, insurance, law, or a related discipline.
• Experience with client-facing operational leadership, contractual SLAs, executive reporting, and performance improvement.
• Experience leading transformation, automation, AI-enabled workflows, or digital process improvement in a controlled environment.
• High business acumen and awareness of emerging claims, customer service, regulatory, and technology trends.

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Pay Range:

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

If there is no posting end date listed then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.