Position Purpose:

Responsible for defining, implementing, and managing internal programs and Third-Party Claims Administrator (TPA) practices to manage quality and costs associated with liability claims in USA, Mexico, and Puerto Rico.

Key Responsibilities:

20% - Claims Handling - Establishes claims handling standards and oversees quality assurance programs for adherence to standards.20% - Communicates with Stakeholders - Establishes interface guidelines and communication channels between all parties, including the claims unit, TPA, Examiners, Store Management and Associates.20% - Development of Staff - Responsible for appropriate selection, termination, performance appraisal and professional development of assigned staff.10% - Drives Initiatives - Drives cost containment initiatives, including allocated expense control to include evaluation, reporting, and monitoring of various metrics.20% - Operations of BI - Leads day-to-day operations of THD internal bodily injury (“BI”) claims team as well as the TPA, monitoring the consistent application of the departmental standards, policies, and procedures, as well as TPA Customer Service Instruction compliance.10% - Reviews Material - Reviews required written proposed settlement evaluations, forwarding to the appropriate authority level within THD for approval.

Direct Manager/Direct Reports:

This Position typically reports to the Director of Casualty ClaimsThis Position has up to 2 Direct Reports

Travel Requirements:

Typically requires overnight travel less than 5% of the time.
 

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
 

Working Conditions:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
 

Minimum Qualifications:

Must be 18 years of age or olderMust be legally permitted to work in the United StatesProven ability for team management and strong leadership skills, including the ability to implement efficient work processes, effective oral and written communication skills and problem prevention, identification and resolutionSuperior interpersonal skills, including ability to mentor and guide staff and create a positive employee relations environment and to provide staff with an environment for creative problem solvingKnowledge and experience in strong analytical and critical thinking abilities and capable of making timely decisions while functioning in a fast-paced, changing work environment
 

Preferred Qualifications:

Working knowledge of Microsoft Office SuiteAbility to negotiate, handle complaints, settle disputes, and resolve grievances with both internal and external customersMultiline and multi-jurisdictional claims experienceSupervisory and management level experience in the claims industry, including strong general liability claims experienceHigh dollar claims managementBest practices file audit techniques. Successful negotiation skills
 

Minimum Education:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
 

Preferred Education:

The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.
 

Minimum Years of Work Experience:

10
 

Preferred Years of Work Experience:

10

Minimum Leadership Experience:

3
 

Preferred Leadership Experience:

3

Certifications:

None
 

Competencies:

Decision QualityDrives Vision and PurposeBuilds Effective TeamsDevelops TalentOrganizational SavvyStrategic MindsetIn-depth knowledge of general legal framework and systems/processes governing claimsSuperior interpersonal skills, including mentoring and guiding staffStrong analytical and critical thinking skillsStrong customer-centric focusSuperior organizational skillsIn-depth knowledge with regards to Outlook, Excel (including pivot tables) and WordTimely decision-making skillsTeam management and strong leadership skills