Manager, Claims Operations Objective

To develop and manage strategic initiatives that will ensure quality, consistency, efficiency, innovation, and compliance across all aspects of Claims Operations. To drive successful organizational performance and improvements by analyzing business processes and workflows, helping to create effective business models, and driving consistency across all deliverables. To assure the success of the product, project, or process. To assist the Claims Division by establishing, implementing, and maintaining a Claims Quality Surety program and ensure compliance with regulatory requirements, company best practices and internal guidelines for file quality. To develop and propose division-wide training programs for the entire Claims Division to improve financial performance, operating performance, data quality, and the customer experience. To assist in vendor and program management to evaluate needs, usage, and compliance.

Manager, Claims Operations Responsibilities

Understand objectives and mission of the Claims Division and the individual work units.

Identify opportunity areas and trends in claim file quality based on quality assurance audits and other data inquiries.  Make recommendations for improved efficiency, quality, quantity of service, and work output.

Develop training programs and deliver training content through various distribution methods. Leverage the Learning Management System to ensure participation and completeness by Claims personnel. Solicit feedback on training programs to ensure continuous improvement.  Report results to management teams. 

Perform an internal consultancy role that has responsibility for investigating business objectives, workflows and processes; identifying options for improving business systems; and bridging the needs of the business with the use of improved business processes and information technology. Drive and challenge business areas on their assumptions and successful execution of their plans.

Review market, competitive, and industry research, data analysis, and assessments to create fact-based recommendations for product and process standardization. Encourage innovative ideas that are not in current mainstream and reset expectations as needed.

Participate in research and documentation of cost/benefit analysis (CBA) and return on investment (ROI) analysis to justify projects, requests for directional decisions, and changes from business areas. Act as an advocate to business units about future state processes and activities.

Manager, Claims Operations Qualifications

Required

Bachelor's degree with a major in insurance, business, technology, or related field of study required, or equivalent experience may be considered.

Minimum two years of insurance experience as a claims supervisor, project manager, or equivalent position required.

Property/Casualty insurance work experience required.

Willingness to pursue continuing job-related training and education required.

Note: Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19