Job Details

The Wakefield Branch Claim Office Manager demonstrates the ability to strategically establish and achieve goals that support corporate and department business plans. Under general direction, lead Team Managers and frontline staff to meet department objectives. Make decisions independent of SeniorManagement but involves them when necessary. This hands-on leader will create, support and maintain an environment that drives high levels of employee engagement, delivers a strong customer experience, and optimal file outcomes. This position works under general direction of the AVP Auto Claim.
Business Strategy

• Fully accountable for the management of operational and business results of business unit
• Makes strategic decisions that have the potential for an impact on corporate results, loss and expense costs, employee engagement, operational expenses, revenue and/or profitability
• As a member of the Claim Management team, actively participates in the development of the function's short and long-term business plans
• Recruit, select, train, coach, develop and retain employees to create talented productive teams
• Identify business drivers and trends from rigorously analyzing Management Information
• Demonstrated ability to plan, organize and control work environment
• Leads department to achieve optimum claim service and provide exceptional customer service

Technical Acumen

• Identify training and learning and development needs in the business unit relative to industry and key performance indicators
• Strong focus on maximizing case resolution and process improvement
• Fulfilling all obligations while maximizing cost effectiveness, helping Department understand drivers and trends
• Possesses the requisite level of technical competence, including the ability to work with others to transfer those learnings and knowledge associated with the Personal Auto line of business.

Team Collaboration

• Works, in partnership with HR, to develop focused, individualized development plans for all subordinate leadership positions and plays a significant role in effectively driving talent development and succession planning within business unit
• Collaborate functionally and cross-functionally with other managers, at all levels, in support of corporate goals
• Consistently demonstrates key leadership principles which are fully aligned with corporate expectations and values
• Builds and maintains relationships with key internal and external partners, including agents.
• Key liaison between business unit, Defense Counsel, Investigative Services, Underwriting and Marketing
• Acknowledge success of team members and build a culture of engagement and teamwork

Administration

• Administer all policies and procedures contained in the Arbella Employee Handbook; communicate to staff, interpret as necessary, and ensure compliance

Success Metrics

• Consistently achieves all key performance indicators in support of business plan while successfully demonstrating Manager level competencies
• Attract, develop and retain top talent including leveraging individual development efforts and succession planning
• Demonstrates the ability to proactively identify strategic opportunities and develops, implements and drives identified solutions
• Effectively manage within established budget
• Create and lead a high-performing, engaging team

Computer Software Programs Required

• Microsoft Word for Windows - Advanced
• Microsoft Outlook - Advanced
• Microsoft Excel - Intermediate to Advanced
• Microsoft PowerPoint
• Other: Internet/Intranet knowledge

Training, Education, Special Skills Required

• Bachelors Degree plus 10+ years claim experience and at least 3 years of successful management experience
• Other: Excellent interpersonal and leadership skills
• Demonstrated consistently high levels of performance management through the ability to coach, direct, develop and mentor others
• Ability to determine staffing requirements, utilizing staffing models and interview, hire and coach new employees
• Exceptional communication, collaboration and relationship building skills

Our current reasonable and good faith estimate of the annual salary range for this position is approximately $126,700 - $145,000 based on a variety of factors including, but not limited to, relevant skills and experience, educational background and certifications, performance and qualifications, market demand for the role and other organizational needs.

Please note: The advertised pay range is not a guarantee or promise of a specific wage.

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