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Job Description
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Director of Operations, Claim
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789388
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11/17/2009
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TX-Houston
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Committed. Competitive. Constructing our Future.
That's Travelers. We are one of the leading insurance companies in the United States. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy, and a workplace in which you truly can make a difference.
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SUMMARY:
Assists CCVP in driving national claim strategies as defined by each LOB, ensuring execution at the local level. Ensure the various LOBs within the field office are effective and producing quality operational and financial results. Oversee expense and financial controls for entire claim office operation. Ensure successful product delivery. Leadership and development of people, if applicable
PRIMARY DUTIES:
Assists CCVP in driving national claim strategies as defined by each LOB, ensuring execution at the local level.
- Aligns with CCVP and product Leadership to ensure consistent and successful execution of national claim initiatives across the office.
- Supports local delivery of strategies across all lines of business within office.
- Assists in identification of business drivers and trends as well as development and execution of strategic plans to address trends.
- Supports the Field Product Line Managers (FPLMs) in developing and coordinating business planning strategies and the integration of product line business plans/strategies.
Ensure the various LOBs within the field office are effective and producing quality operational and financial results.
- Monitors quality, compliance, and results of claim policies, procedures and results across all lines of business. Conducts Self Assessment & Validation. Evaluates underlying controls by reviewing various reports summarized in the assessment. Assists/Supports in the annual calibration process.
- Participates in team environment where CCVP, FPLMs, and OM work together to continually improve the results and level of performance for their lines and across the office. Review Key Indicators Office wide and highlight variances for further review by EMT. Assist Product Line Leads as needed with utilization of Book Analytics.
- Consults and support to FPLMs in implementing initiatives to improve file quality, customer service and manage costs.
- Coordinates operational reviews with HO. Gathers relevant information for the operational review.
- Works collaboratively to assess the work product in the Claim Center throughout the year.
Oversee expense and financial controls for entire claim office operation.
- Provides consultation for volume and staffing trends across all lines and across the office. Census/Budget/Expense Management-analyze actual verses planned, perform staffing analysis, monitor census verses planning and budget forecasting. Perform Flash Report Analysis.
- Aligns with Home Office Administrative leaders to ensure consistent execution of policies and procedures (Finance, MI, Regulatory Affairs, Systems, etc.) to comply with statutory /contractual obligations (i.e. SOX) within the Field office.
Ensure successful product delivery.
- Works with LOB to adjust claim practices as appropriate to anticipate, respond to and manage trends.
- Assists in maintaining a positive customer service environment.
Leadership and development of people.
- Direct management of the office operations unit managers and/or staff.
- Performs performance appraisals of staff, enhances evaluation process by soliciting feedback from peers and EMT.
- Develops staff to ensure succession plan and talent retention.
- Identifies and promotes opportunities for exposure and experience to ensure continuous development of staff.
- Serves as superior role model of decision making skills and professional image by seeking and sharing knowledge from experience, and taking responsible risks to improve individual and team performance.
OTHER:
Competencies:
Leadership: Effectively influences people to achieve organizational objectives. Embraces the leadership role and can be counted on to help the CCVP drive towards the desired results and to exceed goals successfully.
Communication: Effectively communicates with others, exhibits managerial courage and provides meaningful suggestions to others for the purpose of achieving individual and organizational success.
Workforce Management:
- Hires, trains, develops, retains and compensates direct operations staff.
- Assists in managing an efficient workforce for the Claim Center.
Relationship Management : Develops and maintains effective relationships with others (co-workers, customers, vendors, management and other key stakeholders) to achieve organizational goals. Includes efforts one takes to be part of a team and work together.
Managing Change: Personally adapts to change or challenging initiatives while developing new ideas and approaches aimed at improving results.
Business/ Technical Knowledge: Applies business and technical acumen by understanding how the business works and how technology supports business initiatives. Leverages technology for self and staff to improve efficiency.
Analytical/ Decision Making Skills: Able to interpret information from multiple sources and draw logical conclusions; consults others based on analysis of data; able to think strategically and use data findings to consult others for improved business results.
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Travelers is an equal opportunity employer. We actively promote a drug-free workplace.
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