Senior Director I, Claims Process, Claims Innovation & Incubator

Senior Director I, Claims Process – USRM Claims Innovation & Incubator

Overview:

As a member of the USRM Medical Claims, Special Investigation & Program (MSP) Leadership team, this position leads the Claims Innovation & Incubator unit (15 FTEs). The role directs a team of Senior Claims Process Owners and Incubator Team Managers who oversee claims adjusters in the Incubator rotation program and manage a broad portfolio of distinct claims product responsibilities across Strategic Partnership Group (SPG), Solaria Lab, Claims Service, and Mobility, many of which are interconnected and require coordinated ownership across USRM and/or Liberty Mutual.

*While the ideal candidate will be located within 50 miles of one of Boston office, we welcome applications from all qualified candidates regardless of location.*

Key Responsibilities:

Innovation & Capability Development:

• Serve as Capability Owner of USRM Claims Innovation
• Lead claims process innovation capability building through the Incubator rotation program to cultivate a culture of innovation within USRM Claims & Service
• Act as quarterback for Liberty Mobility partnership

Process Strategy & Performance Management:

• Define scope and process ownership clearly aligned with claims priorities, USRM claims vision, and field leadership support
• Develop and maintain claims handling process maps and improvement roadmaps, continuously aligning with line of business and cross-line of business initiatives to deliver the USRM claims vision
• Identify and establish KPIs for assigned processes, ensuring success is clearly measurable and tied to claims outcomes
• Balance current year delivery with future (3+ year vision) pipelines to drive best-in-class claims performance
• Evaluate industry trends and competitor processes in partnership with key stakeholders (Claims Process and Improvement teams, Claims Field, Operations, Claims Insights & Solutions)
• Drive improved financial loss & expense results and enhanced service experiences for adjusters and customers through prioritized process improvement initiatives

Cross-Functional & Actuarial Alignment:

• Partner with Actuarial, Product, Claims Insights & Solutions, and others to analyze claims processes and programs, their impact on loss frequency and severity, and alignment with USRM priorities
• Partner with senior management to ensure processes and strategies support business priorities, align with resource allocation, and are value-driven
• Clearly communicate with various organizational levels and stakeholder groups about improvement opportunities, recommendations, outcomes, and results to create buy-in and support

Team Leadership & Development:

• Effectively hire, develop, lead, and engage a talented and diverse team of managers and/or individual contributors by staying true to the company's core values and DE&I focus
• Ensure process owners have subject matter expertise in their individual workflows
• Oversee a highly complex portfolio spanning multiple business areas with significant impact, risk, and complexity, supporting a large number of field employees across lines of business

Reporting:

• Reports to SVP and Manager of Medical Claims, Special Investigation & Program within USRM Claims & Service function.

Ideal experience includes:

• Balanced experience between claims field leadership and claims home office functions, preferably in personal lines claims