Senior Director, Property Claims Quality Improvement

The Sr Director, Property Claims Quality Improvement role leads all aspects of the Quality program for U.S. Retail Markets (USRM) Property Claims. This role is responsible for managing, sustaining, and continuously improving a comprehensive quality system and improvement strategy, to drive year-over-year improvement in quality of claims handling, accuracy, and outcomes.

There is a hybrid in-office work expectation if you live within 50 miles of a USRM Claims hub office, with preference given to candidates near these locations:

Plano, TX

Indianapolis, IN

Orlando, FL

Columbus, OH

Boston, MA

Ideal Experience Includes:

• Technical knowledge/experience of property claims, policies, and coverages
• Prior work experience in Quality or other related business improvement function
• Outstanding partnership and influence capabilities
• Proven track record of getting/driving results
• Past leadership experience, of both individual contributors and other leaders

Responsibilities

• Lead the quality improvement program for USRM Property Claims. Enable the business to deliver best-in-class performance and results for personal lines and small commercial segments across a balance of loss control, expense, and customer service indicators.
• Manage and execute quality strategies that deliver business insights and drive operational improvements. Provide fact-based, data-driven assessments of organizational health, operational performance factors, key business risks (both longstanding and emerging), calibration, and effectiveness/impacts of continuous improvement efforts.
• Innovate and execute breakthrough approaches to drive operational excellence and improve consistency of claims business outcomes. Improve exception- and risk-based claims handling, leveraging predictive modeling, advanced data mining, process enhancements, AI, and emerging technologies that improve quality and overall operating results.
• Provide leadership-level subject matter expertise in property claims handling and strategic quality improvement. Support and influence senior business leadership on opportunities to improve accuracy, service, ease, and speed across and beyond the USRM Property Claims business.
• Manage a 20–25-person, multi-layered team of property claims quality practitioners. Set clear performance expectations, deliver continuous feedback and coaching, and oversee selection of top talent. Understand and apply tools and practices to reinforce behaviors that create a culture of equity, inclusion, excellence, accountability, resilience, and growth mindset within teams.
• Leverage and strengthen partnerships across different functional areas of Liberty Mutual to drive results. Partner closely with Claims Field, Process, Operations, Analytics, Training/Knowledge, Data Science, Technology, and other teams to analyze and improve claims & service quality and to continuously improve the QI program itself. Provide guidance, leadership, and/or analytical support for relevant strategic initiatives and special projects to help improve performance of people, processes, and infrastructure.