Sr Director, Casualty Claims Quality Improvement

Senior Director, Casualty Claims Quality Improvement

Quality isn't a checkpoint at the end of claims handling - it's the discipline that makes every other part of the business better. As Senior Director, Casualty Claims Quality Improvement, you'll own that discipline for U.S. Retail Markets (USRM) Casualty Claims, building and sustaining a quality system that drives real, measurable improvement year over year. You'll turn data into insight, insight into action, and action into better outcomes for our claims organization and the customers it serves.

What you'll do

• Lead the quality improvement program for USRM Casualty Claims. You'll help the business deliver best-in-class performance across personal lines and small commercial segments, balancing loss control, expense and customer service.
• Turn data into direction. You'll manage and execute quality strategies that surface fact-based, data-driven assessments of organizational health, operational performance, emerging risks, calibration and the real impact of continuous improvement efforts.
• Build what doesn't exist yet. You'll innovate and execute breakthrough approaches - predictive modeling, advanced data mining, process redesign, AI and emerging technologies - to improve consistency and quality across claims outcomes.
• Bring your expertise to the table. As a leadership-level subject matter expert in casualty claims and quality improvement, you'll influence senior leaders on how to improve accuracy, service, ease and speed across and beyond the Casualty Claims business.
• Lead a team that leads. You'll manage a 20-25-person, multi-layered team of quality practitioners - setting clear expectations, coaching continuously, and building a culture rooted in equity, inclusion, accountability, resilience and growth.
• Strengthen the partnerships that make quality work. You'll collaborate closely with Claims Field, Process, Operations, Analytics, Training/Knowledge, Data Science, Technology and Legal to improve claims and service quality, and to keep evolving the quality improvement program itself.

Ideal Experience Includes:

• Technical knowledge/experience of casualty 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

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

Orlando, FL

Suwanee, GA

Naperville, IL

Indianapolis, IN

Boston, MA