Sr Manager, Life & Annuities Claims
On-siteDetroit, Michigan, United States or Charleston, South Carolina, United States
Job Summary
Lead day-to-day operations for Life & Annuities claims processing, ensuring timely, accurate, and compliant adjudication of claims. Manage and develop a team of managers, supervisors, claims analysts, and processors while fostering accountability and continuous improvement. Drive operational performance by monitoring SLAs, productivity, quality, turnaround times, and customer satisfaction metrics. Partner with client stakeholders to achieve contractual obligations and business priorities. Identify process improvements through automation, workflow optimization, and best practices to reduce operational risk. Ensure compliance with regulatory requirements, client policies, and audit standards. Lead root cause analysis for operational issues and quality findings. Analyze operational data to identify trends, recommend improvements, and provide executive-level reporting. Collaborate with technology, quality, training, and transformation teams to implement process enhancements and support digital initiatives. Support workforce planning, resource allocation, budgeting, and capacity management. Champion continuous improvement initiatives using Lean, Six Sigma, or other operational excellence methodologies.
Required Qualifications
- Bachelor's degree in Business, Finance, Insurance, or a related field, or equivalent combination of education and experience
- 8+ years of progressive experience in Life & Annuities insurance operations, including significant experience in claims administration
- 3+ years of leadership experience managing claims operations, including managers, supervisors, or large operational teams
- Demonstrated expertise in Life & Annuities claims processing, claims adjudication, policy administration, and operational controls
- Proven ability to lead operational transformation and continuous improvement initiatives
- Strong analytical and problem-solving skills with experience using operational metrics and KPIs to drive performance
- Excellent communication, leadership, stakeholder management, and organizational skills
- Experience managing multiple priorities in a fast-paced, service delivery environment
Desired Qualifications
- Experience managing client-facing operations within a Business Process Services (BPS), shared services, or outsourced operations environment preferred
- Advanced degree (MBA or related field) preferred
- Lean Six Sigma Green Belt or Black Belt, PMP, or other process improvement certifications preferred
- Experience with Life & Annuities claims administration platforms and workflow management systems
- Knowledge of digital claims transformation, automation, AI-assisted claims processing, and business process optimization
- Experience leading geographically dispersed or global operations teams
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