SIU Director II - Claims Process

As Director II of SIU Claims Process, you’ll oversee a group of individual contributors who develop and support our Special Investigations Unit (SIU) processes as well as lead the Proactive Intelligence Team. Your work will span fraud detection, referral triage and investigation support, with a scope of impact, risk and complexity that reaches a large number of field employees across multiple lines of business.

This role meets a critical business need: providing dedicated leadership to sustain and improve the organization’s fraud detection and loss recovery capabilities at enterprise scale. You’ll directly support strategic direction for the broader 150-plus employee SIU organization - a function that protects close to $100 million annually in claims loss accuracy and drives approximately $1.5 million in restitution recovered from fraudulent actors.

You’ll own KPI performance and process improvement roadmaps, and drive cross-functional alignment with Actuarial, Product, Insights & Solutions and Claims Field leadership- work that ties fraud prevention directly to measurable financial outcomes. 

You’ll develop and execute current strategies to hit best-in-class SIU performance and detection outcomes, while also shaping the long-term pipeline that keeps us ahead of emerging fraud. You’ll partner with senior leaders and with legal and compliance colleagues to make sure SIU processes stay aligned with business priorities, resourced appropriately and driven by real value. In short, you’ll help set the direction for how Liberty Mutual fights fraud.  

If you live within 50 miles of one of our hub locations, the expectation is twice a week in office.

Ideal experience includes:

• 10+ years SIU experience within SIU 
• Five years leadership or process

What you'll do

• Define and refine the KPIs that measure success for your assigned processes, tying every metric back to real claims outcomes across a broad, high-impact and high-risk scope.
• Build and maintain claims handling process maps, then turn them into improvement roadmaps that align with line-of-business plans and the broader USRM claims vision, working alongside process owners who bring deep workflow expertise.
• Execute current strategies for best-in-class claims performance and help shape the long-term strategies that will get us there next.
• Drive down financial loss and expense while improving the experience for adjusters and customers alike, through a focused, prioritized portfolio of improvement initiatives with clear scope and buy-in from field leadership.
• Hire, develop and lead a talented, diverse team of managers and individual contributors, staying true to Liberty Mutual's core values and commitment to DE&I.
• Team up with Claims Process and Improvement colleagues, Claims Field, Operations, Insights & Solutions and other partners to evaluate KPIs, track industry trends and competitor moves, and turn data into tactical recommendations that raise the bar on operating results.
• Work closely with Actuarial, Product and Insights & Solutions to understand how our claims processes and programs shape loss frequency and severity.
• Champion USRM priorities within your areas of process ownership.
• Communicate clearly across every level of the organization, building the buy-in that turns good ideas into real results. 

• Demonstrate superior claims/process knowledge/experience
• Superior business operations knowledge to include understanding the function`s value chain and market conditions Displays an advanced understanding of the function`s strategy (i.e. Claims) strategy
• Advanced ability to design a strategic roadmap that is in full alignment with the LOB`s vision and the functional strategy
• Advanced ability to adapt and address unique challenges in collaborative and creative ways
• Superior presentation, communication, organizational, influencing, and relationship management skills
• Demonstrated advanced change management leader, driving change initiatives while establishing and maintaining effective relationships
• Superior research, problem solving, analytical, and critical thinking skills
• Strong ability to select, develop, and engage staff, and to foster a collaborative environment
• Knowledge of available data sources/elements and associated strengths and shortcomings
• Advanced understanding of process mapping
• Competencies typically acquired through a bachelor`s degree or equivalent experience
• Advanced degree preferred
• In addition, a minimum of 10 years of experience in claims process, operations, or project management
• Similar experience in a field directly related to the applicable process would be considered
• Minimum of 2 years of experience working in an effective leadership and/or management capacity