AVP, Service Center Casualty

Description

The Assistant Vice President Casualty Claims will report to the Vice President - North American Casualty Claims and will assist in providing vision leadership and direction on the handling and resolution of all first party medical and third-party liability personal and commercial policies. This will include but not limited to auto general liability and aviation. This role will support the development and implementation of the casualty claims strategy ensure adherence to performance standards and industry best practices and build strong relationships with key stakeholders. The Assistant Vice President will collaborate closely with the Vice President to achieve departmental goals drive operational efficiency and deliver exceptional claims servicing.

Responsibilities:

• Support the Vice President in establishing and implementing clear goals for the Casualty discipline to align performance outcomes and transformation efforts.
• Collaborate with the Vice President and cross-functional teams to establish effective business processes and ownership for Auto claims other Casualty departments ensuring alignment with Contact Center Compliance Enablement Product and Technology functions.
• Assist in building strong daily working relationships across claims connecting people processes and technology to deliver exceptional claims experiences at every stage of the claim journey.
• Support the Vice President in ensuring that the Casualty discipline meets or exceeds all claim service and quality standards as well as annual financial and operational performance metrics.
• Assist in overseeing vendor relationships and ensuring their adherence to strategic goals and performance standards.
• Collaborate with the Vice President in leading the team through transitions and change management activities fostering continuous improvement and team development.
• Assist in the implementation and ongoing management of claims settlement techniques best practices and monitoring to deliver excellence in claims handling and customer experience standards.
• Directly manage Casualty Managers through assisting coaching and developing their technical and leadership skills.
• Support talent management efforts including ongoing leadership of the Casualty team and proactive development of team members.
• Develop analyze and report on casualty trends to identify opportunities and develop/implement action plans.
• Identify processes and efficiencies and then help implement these processes with clearly stated goals and objectives to measure.
• Foster and maintain strong business relationships with internal and external customers.
• Assist in the effective management of the Casualty budget.
• Monitor reserve adequacy of loss and expense reserves as well as trending.
• Promotor of Best Practices and works close with the Audit team in developing clear objectives and feedback to enhance our file quality.
• Supports managers and ensures managers compliance to the Casualty Best Practices through calibration sessions with managers and attending feedback sessions between manager and adjuster.

• Minimum of 5 years of casualty claims experience with a focus on evaluating and understanding injuries and treatment patterns while delivering exceptional customer service.
• Minimum of 5 years of casualty claims management experience with a focus building engaged teams focused on achieving goals and process improvement.
• Wide-ranging technical knowledge of the casualty discipline industry and market competitors including industry trends auto and medical terminology and litigation.
• Demonstrated ability to analyze and think strategically with a passion for process improvement and operational excellence.
• Proven leadership skills including the ability to collaborate and inspire a diverse team across multiple geographies.
• History of being a team-oriented collaborator and developer of people.
• Strong ability to manage business relationships within the organization and influence parties that do not have a direct reporting relationship to the role.
• Adaptable orientation with a proven ability to navigate change and manage ambiguity.
• Excellent communication and presentation skills with the ability to effectively present to diverse groups both internally and externally.
• Bachelors degree or equivalent experience preferred.
• Insurance designations such as CPCU AIC etc. are a plus.