Global Cyber Claims Operations Manager

The Global Cyber Claims Operations Manager will work closely with the Global Cyber Claims Leader (GCCL) and Liberty Internal Insurance (LII) regional Cyber Claim Professionals to deliver consistency in claims handling across the (7) GRS regions including:  North America Specialty (NAS) US, NAS Bermuda, LM Canada, LII London, LII Central, LII East, and LII West. The Global Cyber Claims Operations Manager leads the assessment, design, build, implementation and measurement of best practices, claims process integrity audits, initiatives, and portfolios of work of moderate to high complexity across several global claim regions. In this role, you will look broadly across global geographical regions and Profit Centers and the marketplace to identify opportunities for improvement in Cyber Claims handling. Additionally, the Global Cyber Claims Operations Manager owns engagement /collaboration with stakeholders to improve and maintain solutions and anticipates depth and frequency of necessary communications, and participates in ongoing planning/prioritization of work.

In focus for 2025-2026 are efforts that may include our Data Integrity Processes and strategy, claim reserving integrity processes and strategy, Optimization (e.g. ensuring the right work to the right resources), Build Our Brand (ensuring we’re effectively communicating our value internally and externally), Connectivity with our partners in Actuarial, Underwriting, Risk Engineering Cyber Incident Response vendor management, and local senior claims management, as well as additional initiatives focused on continually improving the value our NAS Claims teams provide to our customers and brokers.

The role can be located within any of the 7 GRS Global Cyber Claims Operation Regions.

This role will have an in-office work requirement if located within a 50-mile radius of a GRS Claims office. There will be occasional business travel.

Responsibilities:

• Serves as lead on most projects/leads the management of portfolios of work.
• Project Management scope, build, and execute on complex project plans with understanding of critical paths, milestones, and risks.
• Works on intermediate to advanced level complexity work.
• Demonstrated ability to rapidly absorb, synthesize, and embed technical concepts of higher complexity across Global Cyber Claims and partner organizations (e.g., Underwriting, Risk Engineering, Legal & Actuarial).
• Works closely with Claims Enablement and Global Cyber Claims Lead and Product Owner to ensure that claims professionals’ needs from a systems perspective are being met.
• Works closely with Claims Enablement and Global Cyber Claims Lead and regional Cyber claims representatives to develop global Cyber claims handling best practices.
• Serves as lead/co-lead on projects involving operations, systems and streamlining claim professionals’ work.
• Designing and implementing focus audits for claim coding and reserving initiatives
• Serves as a thought leader on technical concepts and on the identification of opportunities for continuous improvement.
• Demonstrates advanced level root cause problem solving skills.
• Intermediate and advanced use/understanding of analytics and data to form arguments, assess opportunities, measure impact.
• Assess employee training and development needs and offers recommendations to meet needs.
• Facilitates training workshops and programs.
• Monitors expenses in relation to budget on ULAE and ALAE issues.
• Participates on various internal and external committees and ensures senior management is kept up-to-date on activities.
• Handles special projects and initiatives as assigned which may include in-depth research and analysis in order to assess a problem and/or offer a solution to meet a need. Works closely with Business Market admin, Sales, Underwriting and Loss Prevention.
• Collaborates closely with Underwriting, Risk Engineering, and Data Science functions to ensure that claim data and expertise and properly integrated into those functions.  And at times, serve as a claim subject-matter expert on projects or initiatives run by those other functions.

• Excellent organizational skills to coordinate activities and programs.
• Demonstrated ability to communicate verbally and in writing at all levels of the organization and clearly and concisely express opinions, conclusions and recommendations.
• Solid knowledge of theories and practices within the Claims field operations; knowledge of Claims management practices, Company operations and applicable policies.
• 7-10 years of relevant and progressively more responsible related work experience required, Bachelor`s Degree preferred.
• Advanced insurance related designations/CPCU preferred.
• Experience working in a P&C Claims Operation is required.
• Must have demonstrated experience facilitating and influencing others and positive outcomes.
• Experience as an Ops Manager or supporting a claims organization is preferred.