Director - Property Claims Process

The Director, Property Claims Process, oversees a team of individual contributors responsible for a single area within a broader portfolio. Assigned processes spans property claims with a moderate level of impact, risk and complexity, and support a smaller number of field employees within or across lines of business, relative to other Claims Process managers. Focused primarily on executing current strategies to achieve best in class claims performance and may support development of long term strategies. Partners with senior management to ensure processes and strategies support business priorities, align with resource allocation, and are value driven. Influences strategy related to work overseen. Oversees vendor relationships where relevant.

**This position may have in-office requirements twice a week depending on candidate location.**

Ideal Experience Includes:

• People Leadership: Track record of building high-performing, engaged teams through clear expectations, consistent coaching, and a culture of accountability and inclusion that develops talent beyond the immediate role.
• Process Ownership Expertise: Experience developing and implementing end-to-end claims processes and strategies for personal lines and small commercial property insurance, with a track record of measurable loss and expense improvement.
• Property Claims Domain Knowledge: Broad working knowledge of property claims handling across estimating, coverage interpretation, inspection, and settlement. Sufficient to lead a team of subject matter experts, find the best answers to complex problems, and earn trust with the stakeholders.
• Problem-Solving and Communication: Strong analytical and critical thinking skills, with the ability to translate complex operational findings into clear narratives that create buy-in, collaboration, and drive stakeholder desire to act.
• Relationship and Influence Skills: Demonstrated ability to build trust, influence without authority, and drive alignment across Claims, Product, Technology, and Operations.

Responsibilities

• Identify and improve key performance indicators (KPIs) for assigned processes, with process success clearly measurable via KPIs tied to claims outcomes.
• Assigned processes typically span area(s) of claims with a moderate level of impact, risk, and complexity, and support a smaller number of field employees within or across lines of business, relative to other Claims Process managers.
• Develop and maintain claims handling process maps for assigned processes and develop claims process improvement roadmaps, continuously striving to align with line of business and cross line of business roadmaps and deliver the USRM claims vision, with Process owners that have subject matter expertise in individual workflows.
• Focused primarily on executing current strategies to achieve best in class claims performance and supports development of long term strategies.
• Drive improved financial loss & expense improvements, as well as improved service experiences for our adjusters and customers, through a defined set of process improvement plans and prioritized initiatives within defined area.
• Scope is clearly defined, aligned with claims priorities and USRM claims vision, and aligned with field leadership and enabling functions supporting the teams.
• Effectively hire, develop, lead and engage a team of talented and diverse managers and/or individual contributors by staying true to the company`s core values and DE&I focus.
• Partner well with key stakeholders, including other Claims Process and Improvement teams, Claims Field, Operations, Insights & Solutions and others to develop and evaluate KPIs, industry trends and competitor processes, leverage data and models, and make tactical recommendations to inform and improve operating results and develop best in class processes and operating models.
• Identify and oversee certain vendor relationships where vendor is integrated as part of the Claims process.
• Support USRM priorities within assigned process ownership areas.
• Clearly communicate with various levels of organization, both within Claims and with key stakeholder groups.
• Opportunities for improvements, recommendations, outcomes, and results are clear and create buy in and support.