Director, Claims

Pacific Life • Charlotte, NC

7d

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, with responsibility for timely, accurate, compliant, and compassionate claims administration and for strengthening operational performance and the claimant and beneficiary experience.

The Director leads Claims leaders and professionals and works with partners across the organization. The position reports to the AVP, Advisor Services & Inforce Solutions, and is responsible for strengthening claims capabilities, improving processes and controls, and delivering sustainable operational results.

Requirements

• Bachelor’s degree or equivalent experience.
• 10 or more years of progressive experience in Life Insurance, Annuity, or related claims operations.
• At least 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 while meeting 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 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 benefits.
• Wellbeing Reimbursement Account for the employee 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