Claim Manager

Principal Financial Group • Des Moines, IA

2d

About The Position

The Claim Manager leads day-to-day operational performance within assigned claims teams. The role ensures consistent interpretation and application of policy language, adherence to standard processes, and progress toward productivity, quality, service, expense-control, and customer-satisfaction targets, with a strong focus on people leadership, operational execution, and compliance.

The manager leads, coaches, and develops claims staff; oversees staffing and workload distribution; monitors team performance against established KPIs; and addresses operational risks, process gaps, and improvement opportunities. The role also supports departmental initiatives and strategic change, provides frontline expertise to senior leadership, and collaborates across underwriting, sales, operations, and customer service. Other job-related duties and special projects may be assigned.

Work arrangements may be in-office, hybrid (at least three office days in a typical workweek), or remote for employees residing more than 30 miles from Des Moines, Iowa. The employee will work with their leader to determine the appropriate arrangement. The position is pension eligible. Salaried exempt employees receive Flexible Time Off, with no accrued bank or set number of days.

Requirements

• 8+ years of claim, customer service, or financial services experience, or equivalent demonstrated through work experience, training, military experience, or education.
• 2+ years of leadership experience.
• Coaching and mentoring skills, with the ability to influence and motivate others.
• Strong organizational, leadership, and negotiation skills.
• Ability to adapt to frequent change, make independent decisions, and take ownership to resolve issues.
• Strong proficiency in business unit products, processes, and systems.
• Strong communication skills.
• Ability to handle multiple tasks in a fast-paced environment with attention to detail.
• Ability to maintain confidentiality.

Responsibilities

• Lead, coach, and develop claims staff, including hiring, onboarding, training, performance management, and career development.
• Ensure appropriate staffing levels and workload distribution to meet service and productivity expectations.
• Ensure consistent interpretation and application of policy provisions and claims adjudication standards.
• Monitor and manage team performance against productivity, quality, service, expense, and customer-satisfaction KPIs.
• Identify operational risks, process gaps, and improvement opportunities, and implement corrective actions as needed.
• Ensure compliance with applicable laws, regulations, and internal policies.
• Participate in departmental initiatives, task groups, and projects to improve claims processes, customer experience, and operational efficiency.
• Support implementation of strategic initiatives and change management efforts within assigned teams.
• Provide subject matter expertise and frontline insights to senior leadership.
• Collaborate with internal partners across underwriting, sales, operations, and customer service to resolve issues and support business objectives.
• Perform other job-related duties and special projects as assigned.

Benefits

• Flexible Time Off for salaried exempt employees, with no accrued bank or set number of days.
• Pension eligibility.
• Non-sales positions have the opportunity to participate in a bonus program.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed