Director of Claims Operations

Protective • Covington, KY

35d • $90,000 - $113,760

About The Position

At Protective Life, we’re committed to delivering financial security and exceptional service to our customers. As part of our Life & Health Claims organization, the Director of Claims plays a pivotal role in shaping the future of Claims Operations while aligning with the broader vision of Customer Center Operations and Protective’s corporate objectives. This leadership position drives operational excellence, fosters innovation, and ensures compliance—all while creating a customer-focused experience.

Requirements

• Knowledge of claims operations or the demonstrated ability to come up-to-speed quickly in unfamiliar areas of the business.
• Demonstrated ability to quickly learn unfamiliar business areas and make sound, on-the-spot decisions aligned with corporate goals and values.
• Skilled in strategic planning, identifying business opportunities, and implementing procedural and technical solutions to optimize outcomes.
• Strong change management leadership; advocates for transformation and leads by example with a positive, collaborative approach.
• Proficient in data analysis and problem-solving, simplifying complex issues to drive actionable insights and continuous improvement.
• Builds trusted partnerships, maintains confidentiality, and mentors talent while contributing to projects that enhance customer experience.
• Bachelor’s degree in Business or equivalent experience, with 5+ years in management (claims management preferred) and financial services, ideally life insurance.
• Proven ability to influence stakeholders without formal authority; skilled in adapting to change, ambiguity, and tight deadlines.
• Strong communication, presentation, and interpersonal skills with leadership and stakeholders; excellent verbal/written and organizational abilities.
• Advanced analytical and problem-solving skills to simplify complex issues; high attention to detail while managing multiple priorities independently.
• Knowledge of claims regulatory requirements preferred; committed to compliance and continuous improvement.

Responsibilities

• Leadership & Development: Build an engaged, inclusive team aligned with strategic goals; coach, mentor, and promote professional growth.
• Customer Experience: Capture and act on beneficiary and employee feedback to ensure organizational alignment.
• Vendor & Outsourcing Management: Oversee vendor relationships and outsourcing strategies to drive growth and optimize costs.
• Unreported Death Program: Ensure compliance through timely processes, reporting, and oversight of onshore/offshore operations; prepare audit reports.
• Relationship Management: Maintain cross-functional relationships and serve as SME for Claims operations and vendor best practices.
• Claims Committee: Participate as voting member to review and decide on complex or high-value claims.
• Business Process Improvement: Lead and support initiatives to streamline processes, enhance efficiency, and improve user experience.

Benefits

• In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program.
• Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day).
• Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching.
• All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 1,001-5,000 employees