Position: Operations Manager, Research and Claims

Department: Client Services

Location: Wilmington, Delaware

The Research & Claims Operations Manager is responsible for leading a team that supports probate research, claims processing, legal correspondence, and bankruptcy-related workflows. Reporting to the Department Head, this role focuses on driving team performance, meeting operational goals, maintaining compliance standards, and improving processes in a fast-paced, highly regulated environment. This leader will partner closely with stakeholders across the business to ensure service commitments are met, employees are developed and supported, and operational results continue to improve. The ideal candidate is an experienced people manager who can use data, coaching, and strong business judgment to build a high-performing team and deliver consistent results.

Responsibilities:
• Lead, coach, and develop a team to achieve performance, quality, and service-level goals.
• Drive accountability for departmental KPIs, productivity metrics, and operational results.
• Manage team workload, staffing, and resource allocation to ensure business priorities are met.
• Monitor operational performance and implement strategies to improve efficiency, quality, and employee effectiveness.
• Analyze performance data and trends, providing insights and recommendations to department leadership.
• Ensure compliance with internal policies, client requirements, regulatory standards, and audit expectations.
• Serve as a subject matter expert and escalation point for complex operational and account-related matters.
• Partner with cross-functional teams to support business initiatives, process enhancements, and client deliverables.
• Lead continuous improvement efforts that enhance operational effectiveness and reduce risk.
• Foster a culture of accountability, collaboration, communication, and continuous development.

Minimum Qualifications:
• Three to five years of experience in a regulated, compliance-focused, audit-driven, or highly structured business environment such as financial services, banking, collections, legal support, claims administration, or a related industry.
• Previous experience managing teams, performance metrics, and operational processes.
• Experience managing operational workflows, priorities, and business deliverables.
• Proven success achieving operational goals and leading teams in a performance-driven environment.
• Strong analytical skills with the ability to interpret data, identify trends, and drive business decisions.
• Proficiency in Microsoft Excel, Word, and Microsoft 365 applications.
• Demonstrated ability to coach, develop, and motivate employees while driving accountability and results.

Preferred Qualifications:
• Experience in financial services, banking, collections, probate, claims administration, or related operational functions.
• Experience supporting audits, compliance initiatives, regulatory examinations, or risk-management activities.
• Experience leading process improvement or operational efficiency initiatives.
• Bachelor's degree or equivalent combination of education and relevant professional experience.

Core Competencies:
• Drives Results• Optimizes Work Processes• Talent Development • Directs Work • Ensures Accountability • Decision Quality • Collaborates• Manages Complexity• Business Insight• Managerial Courage

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.