Director, Claims

Pacific Life • Charlotte, NC

7d • $125,100 - $152,900

About The Position

Pacific Life is seeking a Director, Life & Annuity Claims to join its Life Inforce Solutions team in Charlotte, North Carolina. The role provides operational and technical leadership for the Life Insurance and Annuity Claims organization, delivering timely, accurate, compliant, and compassionate claims administration while strengthening operational performance and the claimant and beneficiary experience.

Reporting to the AVP, Advisor Services & Inforce Solutions, the Director leads Claims leaders and professionals and partners across the organization to strengthen claims capabilities, improve processes and controls, and deliver sustainable operational results.

Requirements

• Bachelor’s degree or equivalent experience.
• 10+ years of progressive experience in Life Insurance, Annuity, or related claims operations, including 5+ years of leadership experience managing Claims professionals, leaders, or complex claims operations.
• Significant experience in Life Insurance and/or Annuity claims administration, including complex, sensitive, contestable, accelerated benefit, beneficiary, or other high-risk claims.
• Strong knowledge of claims adjudication, policy and contract interpretation, regulatory compliance, governance, documentation, escalation, and payment controls.
• Demonstrated ability to manage operational performance, use metrics to identify opportunities, improve processes, strengthen controls, and lead organizational change.
• Proven ability to develop leaders, build strong teams, strengthen technical capabilities, and operate effectively in a complex, regulated environment.
• Strong judgment, communication, collaboration, analytical, and stakeholder-management skills.

Nice To Haves

• Experience leading both Life Insurance and Annuity Claims operations.
• Demonstrated success improving operational performance, reducing aged inventory, strengthening controls, or improving claimant and beneficiary experiences.
• Experience redesigning Claims processes or operating models and implementing workflow, analytics, automation, or other technology capabilities.
• Experience leading Claims organizations through significant change while maintaining service, controls, and employee engagement.
• Experience managing third-party administrators or other Claims-related vendors.
• Relevant professional certification or training in Claims, Life Insurance, Annuities, Lean, Six Sigma, change management, process design, or project management.

Responsibilities

• Lead Life and Annuity Claims operations, ensuring claims are administered accurately, timely, fairly, and compassionately and meet policy, regulatory, and company requirements.
• Provide technical leadership and sound judgment for complex, sensitive, high-risk, and escalated claims, including contestable claims, accelerated benefit claims, and complex beneficiary matters.
• Drive operational performance through clear expectations, performance measures, and disciplined management of inventory, aging, turnaround times, productivity, quality, capacity, and risk.
• Lead continuous improvement and organizational change by strengthening end-to-end processes, workflows, controls, and technology, and identifying opportunities to improve the claimant and beneficiary experience.
• Develop leaders and employees, strengthen technical capabilities and accountability, and collaborate with business partners across Pacific Life.

Benefits

• Medical, dental, and vision coverage.
• Wellbeing Reimbursement Account for employees or eligible dependents.
• Paid time off, holiday schedules, and Financial Planning Time Off.
• Paid parental leave.
• Adoption assistance program.
• 401(k) savings plan with company match and an additional contribution regardless of participation.
• Most employees are eligible for additional incentive pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Director