Change Management Team Manager - Claims

AAA•Costa Mesa, CA

About The Position

Change Management Team Manager - Claims We are seeking a candidate with 2-3+ years of experience in Organizational Change Management (OCM), specifically leading enterprise-level transformations. Additionally, 1-3+ years of experience in claims management or demonstrated success in leading teams is strongly preferred. Job Summary This Change management position serves as an instrumental component of the day to day activities within the claims unit. You will lead a team of change practitioners to drive adoption and readiness for Claims initiatives. This role applies structured change methodology (e.g., Prosci/ADKAR) to minimize disruption and accelerate value realization across people, processes, and technology. Primary functions include coordinating, directing, and overseeing claims activities of a team(s). Key accountabilities include leadership, support, and coaching to ensure compliance of regulatory and statutory requirements, and technical and customer service Best Practices.

Requirements

Bachelors Equivalent combination of education and experience
1-3 years Supervisory
Advanced organizational, planning and delegation skills critical.
Advanced oral and written communication skills necessary.
Advanced interpersonal skills essential.
Ability to effectively lead change required.
Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State
Occasional travel to off-site business meetings or conferences. (5% proficiency)

Nice To Haves

Proven application of Prosci/ADKAR methodology; certification a plus.

Responsibilities

Develop and execute OCM strategies and plans for Claims programs, including communications, training, and readiness activities.
Review claim files regularly for quality.
Track and monitor all statistical measures and behavioral indicators to evaluate Claims Reps performance (e.g. file review, audits, reports and complaints).
Coach and counsel employees on performance in a responsive and timely manner.
Resolve a variety of customer service issues through communication and interaction.
Implement effective ways (internal/external) to monitor and evaluate customer concerns, issues, satisfaction, and anticipate customer needs.
Manage employee recruitment and development effectively.
Identify and implement staff development and training needs to support an effective succession plan.
Lead meetings in collaboration with unit management to communicate goals with direct reports and reinforce/monitor behavior that furthers technical and customer service performance expectations.
Maintain knowledge of current industry developments and best practices.
Participate in committees and projects that will support the organization's goals and objectives.