Director of Operations

Job Description

SUMMARY OF JOB PURPOSE:

The Director of Operations is responsible for building effective partnerships with carrier clients that result in strong service delivery and organic growth opportunities. The position entails significant collaboration across multiple internal departments that support account management.

DUTIES & RESPONSIBILITIES:

• Establish and maintain strong working relationships with existing and prospective clients; address client needs and direct timely problem resolution in collaboration with field operations.
• Develop and execute a communication strategy for engaging the carrier partner on a weekly, monthly, quarterly, and annual basis.

• Maintain renewals for existing book of business. Review pricing schedules and client instructions to ensure successful execution in collaboration with field operations leadership.
• Handle escalated phone calls with policyholders, agents, and carrier clients.
• Deliver sales presentations to key clients and prospects in designated territories.

• Update and maintain information in Microsoft Dynamics and coordinate data sharing with Business Development and Marketing departments to organically grow the business.
• Share best practices with internal peers to foster a team approach to accomplishing business goals, growth objectives, and continuity in service delivery to carriers.
• Serve as a liaison to the claims operations team manager and senior claims specialist for onboarding new clients and provide subject matter expertise related to the carrier partner.
• Ensure that all claims meet or exceed client SLOs (service level objectives), including claims settlement, legal reviews and investigations as needed.
• Collaborate with senior leadership to assess and develop responses to RFPs/RFIs.
• Provide tactical and logistical support during the initial response to a large scale catastrophe event involving the carrier partner account.
• Keep abreast of all products and services offered within the enterprise for cross selling.

• Keep informed of new products, services and general information of interest and relevance to customers. Checks on competitive activity and uses findings to develop new customers.
• Establish and maintain industry relationships with clients and prospective clients, contractors, competitors, and industry-related professionals to gather business intelligence.

QUALIFICATIONS:

• Bachelor’s degree with business relevant degree or equivalent experience.
• Minimum of 7 year’s claims handling (commercial, property, auto, personal lines) and three years claims management experience.
• Experience of working in a client support role, with a demonstrated track record of successfully growing and acquiring new accounts.
• Innovative thinker and ability to implement new processes and procedures.
• Sound analytical abilities.
• Technical claims expertise.
• Excellent customer service focus and customer relations skills.
• Strong teamwork skills.
• Ability to work non-traditional business hours and weekends as necessary.
• Excellent written and spoken communication skills.
• Maintenance of current and appropriate adjuster licensing in assigned states.
• Proficient in Xactimate /Sketch/Xactanalysis, Microsoft Word, Excel, and PowerPoint.
• Ability to travel a minimum of up 30% of the time.

PHYSICAL ACTIVITIES AND REQUIREMENTS:

Work requires light lifting (10 – 20 lbs.), standing, walking, stooping, kneeling, reaching, fingering (keyboarding) and repetitive hand motion, grasping, talking, and hearing at normal speaking levels. Work requires visual acuity to read and prepare data and figures, transcribe words and numbers, view information on a computer terminal, read, operate office machines, and determine the accuracy and thoroughness of work. Overnight and/or weekend travel in a work capacity frequently required.

SCHEDULE AVAILABILITY

Willingness to work a varied schedule, as needed; may require weekend workdays and accommodation of occasional meetings and work activities scheduled after normal business hours.