Vice President-Claims Operations

Northwestern Mutual•Milwaukee, WI

About The Position

In this role, you’ll help shape the strategy and future of Claims across Life/Annuities, Disability Income, and Long-Term Care—partnering with product and operational leaders to deliver a consistent, high-quality experience that strengthens Northwestern Mutual’s brand. You’ll champion a culture of continuous improvement, translating assessments, and insights into measurable action while ensuring claims are administered in alignment with our philosophy and mission. You’ll lead initiatives that elevate operational efficiency, service levels, and customer communications, while driving enterprise projects that anticipate industry trends and the evolving needs of policyowners and financial representatives. As a people leader, you’ll develop and guide senior leaders, influence team structures and resourcing, and partner to build training and talent practices that help teams thrive. If you’re energized by modernizing complex operations and making a visible impact on client experience at scale, this is your opportunity to lead meaningful change.

Requirements

Bachelor's degree or advanced degree in business or related field.
10 or more years of progressively responsible management level experience to include leadership, customer service, and proven success directing and providing strategic leadership for multiple operations, diverse projects, and assignments.
Solid understanding of insurance operations, Field relations, servicing functions, and insurance products.
Understanding of business needs and claims processes in various business areas.
Strong project leadership skills and strategy development.
Strong leadership skills with proven experience leading others through change.
Strategy implementation, setting direction, motivation, and driving for results.
A continuous learner based on new environmental changes and impact to our claims paying philosophy.
Strong negotiation skills and ability to think creatively to find solutions.
Demonstrated superior written and verbal communication skills with ability to build rapport and gain acceptance at all levels with internal and external customers.
Demonstrated ability to independently analyze and solve complex business problems.
Strong skills and desire to develop direct reports and others.
Demonstrated knowledge in process improvement, Lean, Continuous Learning and Improvement, or similar methodologies.

Responsibilities

Develop comprehensive strategies and direct resources to achieve Department and Company field and client experience objectives across Claims.
Ensure all claims are administered in accordance with the Company’s claims philosophy and mission and that financial representatives and policyowners maintain a favorable view of Northwestern Mutual's brand and reputation.
Partner with functional and FrontRunner leaders to advance Forge initiatives, aligning claims operations strategy with enterprise transformation efforts to accelerate capability building, drive execution of priority initiatives, and scale new ways of working.
Partner with claims product line leaders to develop, implement, and monitor an aligned strategy across multiple claims operational divisions (Life/Annuities, DI, and LTC)
Bring forward and align industry advancements and trends with NM strategy.
Create a culture of high quality and continuous improvement across Claims through the process of assessment, evaluation, insight, action, implementation, and measurement.
Develop, maintain, and enhance effective communications with policyholders, beneficiaries, and financial representatives regarding all aspects of administering claims.
Communicate in writing and over the phone with insureds, beneficiaries, and financial representatives on claim service-related issues if necessary for escalated situations.
Direct, develop, and provide guidance to Senior Directors, Assistant Directors, and Managers in all operational matters, including those relating to claims administration, talent management, budgeting, and staffing.
Provide partnerships to other leaders for new employee training and ongoing training strategy and execution.
Leverage relationships across departments to ensure that claims analysts are knowledgeable about all relevant products and product changes.
Drive implementation of best practices for hiring, training, and retention across operational teams.
Participate in company-wide projects and analyze impact of process and/or system changes on Claims, policyholders, beneficiaries, and financial representatives.
Maintain peer and industry relationships and education on current and future state claims best practices and partner to incorporate innovation and industry best practices into the strategic direction of the company's claims operations.