Senior Director, VSC Claims Operations

Safe-Guard Products International LLC•Wade Hampton, SC

15h•Onsite

About The Position

Safe-Guard Products International is seeking a Senior Director, VSC Claims Operations to lead end-to-end execution of its Vehicle Service Contract (VSC) Claims organization. This role owns operational performance, claims financial outcomes, process governance, and claims AI/technology enablement across a scaled, multi-team environment. The Senior Director will directly impact loss ratio and expense discipline through rigorous operational management and leakage control. This is not a maintenance role. It is a performance transformation mandate.

Requirements

10 years in insurance, VSC, claims adjudication OR Equivalent experience in technically complex environment leading large-scale team.
7+ years leading large-scale operations (75–200+ FTE)
Direct experience managing claims financial performance
Demonstrated leakage reduction success
Experience implementing workflow or systems transformation
Strong cross-functional exposure (Underwriting, Finance, IT)
Deep understanding of claims leakage mechanics
Ability to connect operational behavior to loss ratio
Comfort discussing loss ratios, severity, and expense ratios
Proven track record improving financial outcomes
Experience redesigning claims workflows
Strong understanding of end-to-end adjudication processes
Data-driven management approach
Structured problem-solving methodology
Experience implementing QA and governance frameworks
Productivity measurement discipline
Experience improving FTE efficiency
Strong manager development capability
Clear performance accountability standards
Partnered with IT on claims system enhancements
Understand system configuration vs. IT build distinction
Comfortable owning automation roadmaps
Demonstrate openness to AI and analytics adoption
Leading operational transformation
Navigating resistance
Elevating performance culture
Building disciplined accountability
Comfort presenting to C-suite leadership
Ability to communicate in metrics
Clear, concise, structured thinking
High credibility across functions
Direct and accountable
Financially disciplined
Data-oriented
Bias for action
Comfortable in ambiguity

Nice To Haves

Industry preference: VSC, warranty administration, OEM captive, auto P&C claims or industry with technically complex environment
Technology literacy is required; coding background is not.
Avoid candidates who are overly consensus-driven or conflict-averse.

Responsibilities

Drive measurable reduction in claims leakage
Improve cost-per-claim and productivity per FTE
Enhance QA governance and operational controls
Strengthen managers’ capabilities and bench depth
Standardize workflow design and system governance
Ensure operational scalability to support portfolio growth
Own Claims performance metrics
Own Leakage %
Own Severity & frequency trends (operational influence)
Own Cost per claim
Own Cycle time & SLA adherence
Own Claims operational expense budget
Own, in collaboration with WFM - capacity planning and driver based capacity management
Own Workflow architecture and claims system configuration standards
Lead All VSC Claims operational managers
Lead Hiring, performance management, succession planning
Lead Cross-functional alignment with Risk, WFM, and IT
Govern Claims workflow and Claims 2.0 design
Govern Automation roadmap (AI triage, fraud analytics, workflow optimization)
Govern QA framework and operational controls
Govern Regulatory and compliance standards