As an expert in both the industry and in claims administration project management, the primary role of the Senior Director is to work with the senior leadership team to create and implement the goals, vision, and growth strategies for the functional areas they manage. A Senior Director serves as a resource for direct reports and is responsible for motivating and driving work throughput and operational excellence.

Day-to-day responsibilities:

Leadership: Acts as a leader in the industry, sharing best practices and knowledge with peers and team members.  Is seen as the go-to expert for the full client services department.  Motivates and encourages teams through setting the vision and partnering with senior team members to create operational and developmental goals for the teams.    Client Relationship Oversight: Ensures that matters or projects are staffed appropriately given the size, availability, level of urgency and expertise needed. Actively provides support and guidance when appropriate and escalates matters and issues to leadership for awareness; engages directly with clients as needed. Operating Standards: Participates in the development and implementation of a set of standards by which all client service or operations team members operate to create a best in practice culture that allows for a similar and consistent level of service. Performance Management: Sets, meets and ensures teams’ billable hour goals and targets for utilization and quality; reviews key reports to ensure controls are being accurately utilized and expected work is occurring; closely monitors capped accounts and matter budgets. Internal Collaboration: Works internally to remove roadblocks and identify solutions/improvements to meet and exceed the expectations and needs of the client while building internal relationships; supports new efforts and approaches; learns lessons, implements solutions, and provides feedback to others to encourage an environment of continuous improvement. Escalation Oversight: Understands escalations and incidents associated with matters; works to remedy root cause. Quality: Identifies important quality trends and implements improvements; solves problems, identifying root cause; provides feedback and coaching where appropriate to team.  Entrepreneurial Orientation: Proposes innovative business opportunities/ideas to clients and team members; encourages and supports entrepreneurial behavior in others; demonstrates willingness to take calculated risks to achieve business goals. Decisiveness: Makes well-informed, independent, effective, and timely decisions, perceiving the impact and implications of decisions while keeping senior management closely informed.

Essential traits:

A Bachelor’s degree or equivalent experience is required. A minimum of 10 years of claims administration, account management, financial services, client services and/or project management experience is required; preferably with budget responsibility. Exceptional communication skills.  Excellent computer skills, including Excel; exceptional planning and organizational skills. Exceptional attention to detail. Strong analytical skills. Excellent interpersonal skills and the ability to handle pressure well. Previous leadership experience with responsibility for supervisory duties (hiring, developing, nurturing teams). Paralegal experience, PMP or JD is highly desirable.

About Kroll

Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you'll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients’ value? Your journey begins with Kroll.

Kroll is committed to creating an inclusive work environment. We are proud to be an equal opportunity employer and will consider all qualified applicants regardless of gender, gender identity, race, religion, color, nationality, ethnic origin, sexual orientation, marital status, veteran status, age or disability.

In order to be considered for a position, you must formally apply via careers.kroll.com. 

The current salary range for this position is $90,000 to $200,000

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