Director, Loss Recovery Operations (Commercial)

Liberty Mutual has an immediate opening for a Director, Loss Recovery Operations (Commercial).  The Director of the Loss Recovery Unit (LRU) leads an organization of Commercial loss recovery professionals across the United States and plays a key role in the success of Liberty Mutual Global Risk Solutions (GRS) by turning losses into wins and maximizing recoveries for multiple lines of business. This role requires strong partnership with Claims and other cross-functional stakeholder groups to continuously improve capabilities, processes, and experiences for both internal and external stakeholders. The LRU Director is responsible for the operational health of the LRU organization, setting the strategy and driving consistent execution and meaningful improvements to deliver best-in-class business outcomes.  The ideal candidate will apply effective problem-solving, change management, and leadership communication to advance the operational excellence journey within and beyond the LRU.

Key Tasks:

• Accountable for leading a national team of Managers owning the results and overall development of the GRS Claims Loss Recovery function.
• Sets the goals and objectives for the sub-functions and drives critical objectives to completion.
• Creates a culture of service excellence across the operations where all are committed to providing a differentiated claims customer experience and loss recovery operational excellence.
• Ensures the delivery of operational excellence within the LRU organization, inclusive of measurement of individual performance and team operational results including customer service, subrogation/recovery objectives and measurement aligned with GRS Claims goals and objectives.
• Responsible for the leadership and management of recovery professionals with the accountability to investigate, evaluate and resolve claim recovery opportunities for GRS Claims at all severity and complexity levels across all states.
• Participates in the development of strategic plans and objectives.
• Accountable for inspiring and engaging a diverse workforce to do great work and for developing and maintaining relationships with employees, customers, clients, partners.

If the selected candidate lives within 50 miles of one of our GRS office locations, our hybrid in-office requirement is twice a month. Please note this is subject to change.

Responsibilities

• Oversees the development and performance of the GRS Claims Loss Recovery function with countrywide scope.
• Aligns team capabilities with operational goals to support optimal performance and removes barriers to success, delivering superior recovery results.
• Creates and implements a culture that inspires claims customer service and loss recovery excellence by applying voice of the customer principles to build empathy and passion for the customer experience across the operations while achieving best-in-class loss recoveries. Focuses on continuously improving the way in which the customer and interacts with the business.
• Determines and sets the loss recovery goals and operating principles and aligns goals to functional mission and vision.
• Displays an understanding of industry best practices and maintains an awareness of emerging trends to monitor the company`s compliance with state and federal legislation. Serves as the Claims Department`s foremost loss recovery expert in legal changes, industry trends and best practices.
• Creates a vision and talent strategy to develop staff and create talent pools to ensure availability of future talent. Engages and attracts exceptional claims talent and holds others accountable for attracting and developing talent.
• Evaluates operational practices and establishes new practices/processes that enhance organizational effectiveness, complying with the regulatory environment.
• Makes sound recommendations to Claims leadership, ensuring appropriate resource allocation (e.g., budget, talent, assets, etc.).
• Reviews and approves, within assigned authority limits, claim expenses and settlements that exceed the claims employees` authority level.
• Creates a diverse, inclusive, and equitable environment that enables people to strive, be highly engaged and highly productive.
• Manages performance of staff including establishment of objectives, coaching and feedback, identification of promotional opportunities, performance issues, or disciplinary actions and takes appropriate action.

• Loss Recovery management experience and/or Claims management experience preferred but not required
• Demonstrated ability to manage a large, national loss recovery organization, collaborate with senior leaders to create business plans that align to organizational strategies; develop the operations talent pool; develop and implement plans that improve operational effectiveness; develop and champion innovative solutions to complex problems; and sponsor/promote change initiatives
• Advanced knowledge of Commercial Property & Casualty insurance, claims handling, insurance legal & regulatory environment, claims processes, applications/systems and procedures, medical terminology, and finance as normally acquired through a Bachelor`s degree or equivalent and 10+ years of progressively more responsible related work experience
• Advanced degree or certifications preferred
• Advanced skills in the areas of leadership, operational excellence, business strategy and analytics, engagement and development of talent, execution, and problem solving; 5+ years of managerial experience required