Commerical Manager/Director

Job Description

Job Description

Job : Commercial Manager / Director

Reports To : SVP Large Loss & Commercial Unit

Salary will be based upon experience.

Summary / Objective

This Commercial LLU position is responsible for managing the day-to-day operations of Global Risk Solutions Large Loss Commercial Claims Division.

The position will provide leadership and direction to all departments in regard to culture, visions, transparency of operations, and expectations on timeliness and quality.

The Commercial LLU Manager / Director will oversee the training, managerial direction and operational accountability of all departments as it relates to daily commercial claims.

These will include ensuring the departments achieve productivity and quality standards while adhering to standardized processes and standard operating procedures.

The Commercial LLU Manager / Director will coordinate all commercial CAT and Daily claims with other GRS departments to define processes and implement continuous improvements plans.

The position will ensure stakeholder buy-in through a team approach. The Commercial LLU Manager / Director will provide reports to C suite and SVP of Commercial / LLU on current state and future state goals and objectives.

Essential Functions

1. Provide sound claim handling support to all Commercial Adjusters; ensure optimal handling of all claims and investigate all issues and arrange training as needed.

2. Oversee incoming problems / complaints and respond to consumer affairs (regulation / DOI / General complaints)

3. Embrace GRS culture with other functions and locations within the organization.

4. Determine training curriculum for Commercial / LLU claims department employees.

5. Provide statistical data / reports and key point indicators (KPIs)

6. Provide guidance and direction to QA department with regards to Commercial Claims.

7. Develop new claims process that focus on maximizing speed, customer experience and minimizing cost. Implements and integrates changes seamlessly across multiple locations.

8. Implement new technology into process that supports key metrics.

9. Monitor effectiveness of all programs and utilize open claim file reviews to ensure compliance to all Service Level Objectives.

10. Forecast all staffing requirements and identify and resolve all issues effectively and schedule all employee attendance for each carrier’s specific assignment for commercial claims.

11. Provide direction on IT projects related to Commercial / LLU Claims.

12. Assist in review and completion of RFP submissions related to Commercial / LLU business.

13. Maintain solid professional working relationships with all Commercial Daily Claims carrier points of contact.

14. Attend industry trade shows and meeting in support of Business Development as needed.

15. Performs other related duties as assigned.

Competencies

1. Leadership - Exhibit’s confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others;

Accepts feedback from others; Gives appropriate recognition to others.

2. Strong Communicator - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification;

Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively.

3. Decision Making - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions;

Includes appropriate people in decision-making process; Makes timely decisions.

• 4. Teamwork Orientation - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views;
• Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives;

Supports everyone's efforts to succeed.

5. Technical Capacity - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills;

Shares expertise with others.

6. Learning Orientation - Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks;

Looks for and takes advantage of opportunities; Asks for and offers help when needed.

7. Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget;

Manages project team activities.

8. Results Orientation - Anticipate, identify, and effectively deal with problems and risks; plan for contingencies to deal with unexpected challenges.

Remains open to others' ideas and tries new things.

9. Diversity - Demonstrates knowledge of company EEO policy; Shows respect and sensitivity for cultural differences; Recognize the value of diversity;

Promotes a harassment-free environment; Appreciates a diverse workforce.

10. Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically;

Upholds organizational values.

11. Adaptability - Adapts to changes in the work environment; Manages competing demands; Change’s approach or method to best fit the situation;

Able to deal with frequent change, delays, or unexpected events.

Supervisory Responsibility

This Manager / Director will lead and manage all Commercial Large Loss employees and adjusters with Claims responsibilities.

This position will work closely with the Training, HR, Billing / Finance and Business Development teams. This position will provide support to other Management as needed.

Work Environment

Work location to be determined and may be in office (when necessary) or remote at the discretion of management or based on department needs.

Position Type / Expected Hours of Work

This is a full-time position : Specific workdays will be assessed based on volume of work but shall not fall below 5 days in a standard work week.

Travel

This position may require up to 15% travel but can be more in CAT situations.

Preferred Education and Experience

1. Bachelor’s degree or equivalent job experience.

2. Minimum of 6 years claims handling experience of which at least 3 years are in Commercial claim handling.

3. 3-5 years’ experience in a leadership position handling operation, claims, customer service or customer experience management.

4. Must be able to partner effectively with management.

5. Proven ability to lead and motivate large teams in multiple locations delivering exceptional results.

6. Experience improving customer service and performance metrics through tracking and analyzing data and development of key performance indicators.

7. Smart and engaging leader with ability to set high standards for personal and team

8. Possess excellent analytical and problem-solving skills.

9. Adaptable to changing work requirements.

10. Excellent organizational skills with attention to detail.

11. Ability to function well in a high paced and at times stressful environment.

12. Must be proficient in Xactimate. Symbility experience is a plus.