Senior Manager, Claims - GAP, Customer Service & Administration

Fortegra•Richardson, TX

4d•Onsite

About The Position

The Senior Manager, Claims – GAP, Customer Service & Administration is the senior operational leader accountable for people, staffing, service delivery, and performance across GAP Claims, Customer Service, and Claims Administration. The role leads through managers and supervisors, setting expectations, building leadership capability, and fostering coaching, accountability, employee engagement, and continuous improvement. The Senior Manager owns workforce capacity, hiring and retention planning, scheduling, cross-training, productivity, service levels, quality, and timely resolution of work. Using operational reporting and sound judgment, the role anticipates challenges, addresses performance gaps, and implements sustainable solutions while maintaining appropriate claims, payment, and compliance controls. The position partners with Quality, Training, and other stakeholders to strengthen team readiness and improve the customer experience. It reports to the VP of Claims – Consumer Solutions and is based in-office at the Richardson, Texas headquarters.

Requirements

Bachelor’s degree or equivalent work experience.
At least 5 years of progressive experience in operations management, customer service, contact center, claims, or comparable high-volume service environments.
At least 3 years of direct people leadership experience, including coaching and developing supervisors or managers, setting expectations, and managing performance.
Demonstrated success in workforce planning, staffing models, hiring, scheduling, capacity management, retention, and cross-training to meet changing business needs.
Proven ability to establish team goals and accountability, conduct performance reviews, deliver constructive feedback, and develop future leaders.
Experience using operational metrics, productivity and quality reporting, service-level results, and root-cause analysis to drive measurable improvements.
Ability to lead multiple teams through process changes, resolve escalated operational issues, and partner effectively across departments.
People leadership and coaching: develop managers, give actionable feedback, build trust, and address performance concerns directly.
Workforce management: plan capacity, staffing, schedules, cross-training, hiring, and retention to meet business needs.
Operational execution: drive consistent performance, prioritization, ownership, and service delivery across multiple departments.
Performance accountability: use KPIs, scorecards, root-cause analysis, and follow-through to improve measurable outcomes.
Talent development and engagement: build succession pipelines, recognize achievement, and strengthen team culture.
Change and process improvement: simplify work, standardize practices, and guide teams through change.
Business judgment and controls: balance service, cost, quality, customer needs, contractual obligations, and operational risk.
Communication and collaboration: influence across teams and communicate expectations, decisions, and progress clearly.

Nice To Haves

Working knowledge of claims or GAP administration.

Responsibilities

Provide operational leadership and oversight for GAP Claims, Customer Service, and Claims Administration, ensuring consistent execution, efficiency, service quality, and accountability.
Lead, coach, mentor, and develop managers, supervisors, and team leaders; establish clear performance expectations and a culture of accountability, engagement, and continuous improvement.
Own workforce planning and staffing strategies, including hiring, scheduling, capacity planning, workload distribution, cross-training, and retention.
Establish structured coaching and performance management practices, including one-on-ones, performance evaluations, individual development plans, and timely corrective action.
Monitor productivity, service levels, customer satisfaction, quality, cycle time, backlogs, and employee performance; implement action plans to close gaps.
Build a leadership pipeline by identifying high-potential employees, supporting career development, and preparing future leaders through coaching and succession planning.
Evaluate workflows and implement improvements to increase productivity, standardize execution, reduce unnecessary costs, and improve the customer experience.
Establish operating routines, reporting structures, and communication practices that align leaders on priorities, expectations, and departmental goals.
Promote an engaged, accountable, performance-driven workplace by addressing employee concerns, recognizing strong performance, and reinforcing consistent leadership standards.
Ensure operational controls, standard operating procedures, quality standards, and compliance requirements are followed across assigned departments.
Partner with Quality, Training, Human Resources, Technology, and other stakeholders to improve hiring, onboarding, employee readiness, and operational results.
Lead teams through organizational, process, and technology changes while maintaining service levels, engagement, and operational stability.
Anticipate staffing challenges, operational risks, and performance trends; develop solutions and take timely action before business results are affected.
Provide senior leadership with regular updates on staffing, operational performance, employee development, challenges, and improvement opportunities.