Manager, Financial Services Claims

Lead a high-performing claims operation, strengthen the customer experience, and help shape the future of financial services claims!

The Manager, Financial Services Claims is accountable for the end-to-end performance of a financial services claims operation. This leader combines strong people leadership, disciplined operational management, regulatory and contractual compliance, and effective client partnership to deliver accurate, timely, and customer-focused claim outcomes.

What will be my duties and responsibilities in this job?
Lead the operation

- Lead and coordinate day-to-day claims operations, including workflow, inventory, staffing, escalations, and service delivery.

- Own performance against contractual service-level agreements (SLAs), quality standards, efficiency targets, cycle-time expectations, and other key performance indicators.

- Use dashboards, operational reporting, and trend analysis to identify risk, remove barriers, and improve performance.

- Allocate resources and adjust priorities to meet business needs while maintaining appropriate controls and service continuity.

- Partner across Claims, Client Services, Quality, Training, Workforce Management, Compliance, Legal, SIU, Product, and Technology to resolve issues and deliver business outcomes.

Develop people and culture

- Lead, coach, and develop supervisors, team leads, and claims professionals in a geographically dispersed environment.

- Set clear expectations, provide timely feedback, conduct performance reviews, and address performance concerns consistently and fairly.

- Build leadership capability and succession pipelines through coaching, development planning, and meaningful growth opportunities.

- Create an inclusive, accountable, and collaborative culture focused on customers, results, continuous improvement, and employee engagement.

- Facilitate clear communication within the team and across business partners; address conflict constructively and promptly.

Protect quality, compliance, and the customer experience

- Ensure claim handling complies with applicable laws and regulations, licensing requirements, company policies, client requirements, and documented procedures.

- Implement and monitor quality assurance and risk-control measures to promote accurate, consistent, and defensible claim decisions.

- Remain current on regulatory and industry developments and translate changes into practical procedures, training, and controls.

- Oversee complex or escalated claims and customer concerns, engaging the appropriate partners to support fair and timely resolution.

- Identify operational, financial, compliance, and customer risks; develop and monitor mitigation plans.

Advance the business

- Build trusted relationships with internal and external client stakeholders through transparent communication, sound judgment, and reliable follow-through.

- Prepare and present clear operational updates, performance results, trends, risks, and action plans to leadership and client audiences.

- Lead process improvement and change initiatives that reduce friction, strengthen controls, improve the customer and employee experience, and increase efficiency.

- Evaluate opportunities to responsibly use automation, AI, and digital tools while maintaining required human oversight, data protection, compliance, and claim quality.

What success looks like

- Consistent delivery of contractual SLAs, quality, compliance, efficiency, and customer experience commitments.

- A capable, engaged leadership team with clear accountability and a strong development pipeline.

- Trusted partnerships with client and internal stakeholders, supported by transparent communication and dependable execution.

- Measurable operational improvements that reduce risk and friction while improving service and scalability.

- Early identification and effective resolution of performance, compliance, customer, and operational risks.

What are the requirements needed f