Operations Manager, Claims

The Operations Manager will provide operational leadership and program management for one or more Global Delivery Centers (GDC), supporting underwriting, claims, and our international delivery center (AIPAC). Reporting to the Manager, GDC Operations, you will plan and manage budgets, staffing, quality control, regulatory compliance, and resource allocation to ensure functional, SBU, and corporate objectives are met. The role requires consistent engagement with stakeholders and the ability to respond to urgent requests as needed. You will own and drive KPIs in collaboration with Delivery Center leaders, analyze data to identify trends and improvement opportunities, present recommendations to senior management, and coordinate with analytics, technology, and compliance partners. This role has no direct reports but requires frequent use of indirect authority to align stakeholders and execute

cross-functional initiatives. The position is fully remote, with periodic participation in operational forums expected.

This is a range 16-17 posting and candidates will be considered based on experience.

Key Responsibilities

• Partner with Delivery Center and functional leaders to plan and manage budgets, staffing plans, and resource allocation for assigned GDC(s).
• Own and monitor operational KPIs (e.g., SLA attainment, cycle times, error rates, cost per transaction, throughput per FTE, customer satisfaction) and lead remediation and performance improvement plans, including rapid response to high-priority issues.
• Drive successful completion of projects and initiatives by analyzing complex data, leveraging best practices, and collaborating effectively with stakeholders at all levels.
• Lead complex problem-solving efforts to scope root causes and develop, manage, and monitor implementation of solutions and improvement initiatives, often under tight deadlines.
• Manage existing and new GDC programs that may touch underwriting, claims, or international operations; ensure program goals, timelines and deliverables are met.
• Ensure adherence to policies, procedures and regulatory requirements; support market conduct readiness and participate in regulatory interactions as needed.
• Serve as a primary liaison to analytics, technology and compliance to drive reporting improvements, system changes and process automation.
• Lead or support GDC-wide activities including communications, staffing coordination and the performance management cycle.
• Influence and coach front-line and management teams to promote consistent standards and high service quality across centers.

Qualifications

Required

• Bachelor’s degree or equivalent experience.
• Minimum 7 years of progressively responsible experience in insurance operations, shared services, or a closely related field supporting underwriting, claims, or multi-jurisdiction operations.
• Demonstrated ability to operate independently, use indirect authority to align stakeholders, and drive execution across multiple teams.
• Strong written and verbal communication, organization, interpersonal and negotiation skills.
• Proven experience using data and analytics to identify issues and drive operational improvements; comfortable with Excel and common PBI/reporting tools.
• Working knowledge of insurance operations and the regulatory environment that governs underwriting and claims.

Preferred

• 3?5 years of supervisory or management experience (preferred but not required).
• Prior experience supporting Delivery Centers, shared services, or multi-jurisdiction operations.
• Familiarity with claims/underwriting systems (e.g., Guidewire) and BI tools (Power BI).
• Project management experience or certification (PMP, Scrum, Lean Six Sigma).
• Experience interacting with regulators or participating in market conduct readiness activities.

• Demonstrated track record of excellent communications, organization and human resources skills along with the ability to quickly absorb and implement change
• Ability to provide focus and direction to field or unit operations
• Solid technical knowledge of theories and practices within assigned operation as well as knowledge of management practices, company operations and applicable policies
• Previous successful claims management experience at the branch office level required ( prior experience as a claims manager of a branch office is preferred)
• Related degree or equivalent plus 7-10 years of relevant and progressively more responsible work experience required
• Advanced insurance related designations preferred