Senior Manager, Claims - GAP, Customer Service & Administration

Fortegra•Richardson, TX

5d•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, establishes expectations, develops leaders, and fosters coaching, accountability, employee engagement, and continuous improvement. The position owns workforce capacity, hiring and retention planning, scheduling, cross-training, productivity, service levels, quality, and timely resolution of work. It uses operational reporting and judgment to anticipate challenges, address performance gaps, and implement sustainable solutions while maintaining claims, payment, and compliance controls. The Senior Manager partners with Quality, Training, and cross-functional stakeholders to improve team readiness and the customer experience. The role 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.
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 skills, including developing managers, providing actionable feedback, building trust, and addressing performance concerns.
Workforce management skills covering capacity, staffing, schedules, cross-training, hiring, and retention.
Operational execution skills across prioritization, ownership, consistent performance, and service delivery.
Performance accountability skills using KPIs, scorecards, root-cause analysis, and follow-through.
Talent development and engagement skills, including building succession pipelines, recognizing achievement, and strengthening team culture.
Change management and process improvement skills, including simplifying work and standardizing practices.
Business judgment balancing service, cost, quality, customer needs, contractual obligations, and operational risk.
Communication and collaboration skills to 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, setting clear expectations and fostering 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, development plans, and corrective action.
Monitor productivity, service levels, customer satisfaction, quality, cycle time, backlogs, and employee performance, and implement action plans to close gaps.
Identify high-potential employees, support career development, and prepare future leaders through coaching and succession planning.
Evaluate workflows and implement improvements to increase productivity, standardize execution, reduce unnecessary costs, and improve customer experience.
Establish operating routines, reporting structures, and communication practices to align leaders on priorities, expectations, and departmental goals.
Promote an engaged, accountable, performance-driven workplace by addressing employee concerns, recognizing strong performance, and reinforcing leadership standards.
Ensure operational controls, standard operating procedures, quality standards, and compliance requirements are followed.
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, and develop timely solutions.
Provide senior leadership with regular updates on staffing, operational performance, employee development, challenges, and improvement opportunities.