Interim Large Loss Team Manager - Field

The Interim Large Loss (LL) Field Claims Team Manager coaches and develops a team of 5-7 claims representatives/specialists responsible for the management, investigation, and resolution of claims, ensuring a high-quality work product, while continuously developing talent by assisting with the selection of top talent. The Interim LL Team Manager promotes a culture of claims customer service excellence where all are committed to providing a differentiated customer experience.

Ideal experience includes:

• Experience managing field staff. This includes coaching & developing strategies to resolve complex claims estimation in the field, conducting observations in the field (up to 25% travel required). 
• Leadership: able to lead and coach teams by giving clear feedback, coaching one‑on‑one, and helping people grow; prior people‑leader experience is a plus.
• Leading change and culture: experienced at guiding teams through transitions, promoting a growth mindset, and building a positive, accountable team culture that encourages learning and continuous improvement
• Preference for Pacific Time Zone candidates as this position will manage staff in CA, CO, MT, WA

Responsibilities:

• Lead and develop a team of large loss property claims representatives/specialists in the field ensuring the quality, accuracy, and timely resolution of claims that may include high exposure/complex cases. Continuously develop talent by creating opportunities for direct reports to grow and strengthen new skills.
• Promote claims customer service excellence by building empathy and passion for the customer experience that meets or exceeds customer expectations.
• Proactively assist in selecting top talent, delivering continuous coaching, and rewarding and recognizing employees to reinforce behavior that ensure service excellence.
• Monitor the work of team members to ensure reserves are adequately set and customer expectations are surpassed. Analyzes any problematic trends and takes steps to avoid recurrence, appropriately escalating issues if needed. Promote a culture committed to identifying process efficiencies to continuously improve how work is completed.
• Resolve customer complaints, problems and coverage questions which cannot be handled by team members. Collaborate effectively with internal and external stakeholders including existing policyholders, the business community and governmental agencies, to ensure compliance with regulatory and company standards.
• Promote and advocate goals and objectives of the large loss property team, ensuring alignment with broader claims functional goals.