Director, Claims

BP&C • Omaha, NE

18d • Onsite

About The Position

Purpose of the Role The Director of Claims & Services provides strategic and operational leadership across multiple claims and customer service departments, ensuring high‑quality claim outcomes, operational excellence, and consistent, positive experience for policyholders and distribution partners. This role oversees end‑to‑end claims and agency service operations, including workflow management, producer support, staff development, process optimization, and cross‑functional collaboration. The Director serves as a key advisor to senior leadership, driving innovation, strengthening organizational capabilities, and ensuring that departmental goals align with broader business objectives.

Requirements

• Associate degree.
• Eight to ten years of experience in claims operations, insurance, or a related field.
• Demonstrated experience leading teams and managing operational performance.

Nice To Haves

• Bachelor’s degree in business, insurance, or a related field.
• Ten or more years of proven management experience with multiteam or multi‑site leadership responsibility.
• Experience implementing process improvements, technology solutions, or operational transformation initiatives.

Responsibilities

• Operational Leadership - Oversees daily operations across multiple claims teams, ensuring service levels, quality standards, and productivity expectations are consistently met. Ensures seamless coordination between claims operations and agency support to deliver a unified customer and producer experience.
• Capacity & Workforce Planning - Monitors production volume, staffing levels, and resource allocation; recommends adjustments to maintain efficiency and meet business needs.
• Complex Claims Oversight - Reviews escalated, high‑severity, or unusually complex claims; provides guidance to ensure accurate, timely, and compliant resolution.
• Customer Experience Management - Triages and resolves customer inquiries; ensures timely follow‑up and identifies trends to improve service delivery. Strengthens relationships with agencies and distribution partners by ensuring responsive, knowledgeable, and solution-oriented support. Develop service standards and communication protocols to ensure consistent, high‑quality interactions.
• Strategic Planning & Execution - Contributes to departmental and organizational strategy; translates strategic goals into actionable plans for assigned teams.
• Process Improvement - Evaluates existing processes, identifies gaps, and leads initiatives to enhance efficiency, accuracy, and customer satisfaction.
• Cross‑Functional Collaboration - Partners with underwriting, legal, compliance, product, sales, and other business units to address issues impacting multiple disciplines.
• Performance Reporting - Prepares and presents operational reports, insights, and recommendations to senior leadership.
• Quality Assurance & Compliance - Ensures adherence to regulatory requirements, internal controls, and company policies.
• People Leadership - Coaches, mentors, and develops managers and staff; fosters a culture of accountability, continuous improvement, and professional growth. Build leadership capability within both claims and agency service teams to support long‑term organizational success.
• Change Management - Leads teams through organizational changes, new program implementations, and technology enhancements. Champions adoption of tools and platforms that improve communication, workflow efficiency, and customer experience.

Benefits

• We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree