Life Claims Manager-(Hybrid) (15733)

The AIL Life Claims Manager is responsible for being a subject matter expert in the field of life claim adjudication. The position will be an expert in all AIL life products, overseeing claims activities relating to claims and in support thereof. This includes technical support, claims examination and product management along with the responsibility for executing the company's claims strategy and meeting key performance indicators within expense projections. This position will be responsible for developing a team of claim associates and providing technical/jurisdictional direction for accurate and timely claim adjudication. This position will oversee the day-to-day operations of the AIL Life Claims team.

PRIMARY DUTIES & RESPONSIBILITIES

• Develop and utilize effective forecasting and capacity planning to accurately predict required staffing.
• Network and work closely with operational and administration teams.
• Manage customer escalations effectively and timely.
• Oversee quality assurance including issue resolution, efficiency potential, and development of performance metrics.
• Establish and execute processes to make the team more efficient and productive.
• Manage resources by setting clear expectations, creating accountability, and enhancing collaboration to meet or exceed service level and quality standards.
• Deliver reports and analysis to members of the leadership team including evaluation of overall performance, trend identification, best practices, problem resolution, and risk mitigation.
• Serve as liaison to other departments to gather requirements and implement Claims initiatives.
• Establish and maintain cross organizational relationships that align with company goals.
• Act as a resource and role model for all members of the Claims department.
• Morale and motivation of the management support team.
• Collaborate with management and Human Resources to develop action plans for underperforming associates and ensure adherence to progressive disciplinary guidelines
• Assist with writing value-based performance appraisals and conduct effective colleague performance discussions
• Support organizational training initiatives and ensure staff is updated on mandatory role-appropriate training
• Complete monthly/adhoc reports with data interpretation to identify trends and issues to facilitate management in strategic decision making
• Develop contingency plans to meet objectives during challenging circumstances (i.e. staffing shortages, high work volumes, system implementation, etc.)
• Effectively present complex information to key stakeholders to influence acceptance of innovative suggestions
• Lead and partner on claims and other business projects as needed, concurrently with daily responsibilities
• Write process change memos as applicable and successfully implement changes appropriately.
• Oversee daily Workflow in platform to meet performance standards
• Review high cost claims and claims over the authority level of individual examiners for accuracy and compliance adherence
• Ensure each associate is equipped with the tools, knowledge and resources to be successful in their role while also recognizing training gaps and opportunities for retraining
• Conceptualize innovative technical solutions that translate into efficiencies within the unit
• Cultivate a positive high performing team by modeling cultural expectations of accountability, continuous improvement, collaboration, and creativity

KNOWLEDGE, SKILLS, & ABILITIES

• Experience interpreting contractual language in Accident, and Life policies
• High technical aptitude and ability to learn new systems quickly
• Strong problem-solving skills with ability to use combination of analysis, experience and judgment to develop feasible solutions
• Advanced analytical and interpretive skills
• Excellent time management skills, with the ability to work under rigorous deadlines
• Excellent presentation skills including ability to present complex ideas to upper management in a professional manner
• Strong knowledge of Microsoft Office Suite (Outlook, Excel, PowerPoint, Access, etc.)
• Excellent oral and written communication
• Independent worker able to make autonomous decisions with minimal supervision
• Ability to adjust plans, goals, actions or priorities to meet changing situations and competing priorities
• Ability to take ownership of tasks, projects, and relationships and follow through on obligations
• Ability to foster a positive culture and work environment for employees.
• Applicable to all employees of Globe Life & Accident and its subsidiaries:
• Reliable and predictable attendance of your assigned shift
• Ability to work full time and/or part time based on the position specifications

EDUCATION & WORK EXPERIENCE REQUIRED

• Bachelor's Degree
• Minimum 7 years management experience
• Life Claims experience preferred
• Strong written and verbal communication skills
• Exceptional analytical/problem solving, organizational skills a must.