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Claims Operations Manager
2 months ago
We are Athene, a prominent player in the retirement services sector, dedicated to enhancing the financial futures of individuals and institutions through innovative retirement savings solutions. Our commitment to excellence drives us to continuously raise the bar in our industry.
Role Overview:
The Claims Operations Manager is responsible for leading the daily functions of the Claims Team, focusing on recruitment, development, and guidance of team members. This role involves addressing customer grievances and ensuring adherence to regulatory standards, while collaborating with various departments such as Sales, Audit, and Compliance/Legal.We are open to considering candidates with varying levels of experience.
Key Responsibilities:
- Oversee the Claims team's operations to guarantee efficient and precise processing of transactions.
- Engage with the Customer Contact Center to ensure timely and professional responses to customer inquiries.
- Provide leadership by setting performance standards, mentoring staff, driving results, and effectively communicating strategic objectives.
- Evaluate and manage team workload to enhance operational efficiencies.
- Monitor service levels and workflow, making adjustments as needed to meet established performance criteria.
- Address complex cases and exceptions, taking into account compliance, business risks, and associated costs.
- Promptly and professionally manage escalated customer issues.
- Actively participate in the leadership team to define departmental goals and strategic direction.
- Support the rollout of new products and initiatives by leading or assisting with special projects within the department.
- Foster and maintain strong relationships with both internal and external stakeholders.
- Ensure adherence to all relevant policies and procedures.
- Contribute to the recruitment and onboarding of new team members, overseeing their training and professional development.
- Establish metrics for evaluating employee performance and communicate expectations clearly.
- Serve as a resource for claims service staff, addressing inquiries, resolving customer issues, and ensuring staff is informed about policies and procedures.
Qualifications:
- A minimum of three years in a management or supervisory capacity, ideally within the annuities or financial services sector.
- At least five years of relevant experience in claims processing, insurance, or financial services.
- Experience with annuities and/or financial products is essential.
- Familiarity with annuity administration systems and processes is preferred.
- Ability to collaborate effectively as a strategic partner within the leadership team.
- Strong interpersonal skills and a collaborative mindset.
- Exceptional verbal and written communication abilities.
- Capability to convey complex information in a clear and concise manner.
- A Bachelor's degree or equivalent experience is preferred.
At Athene, we value drive, discipline, confidence, focus, and commitment. We are proud to be a Military Friendly Employer and are dedicated to supporting our Veterans.
Athene is committed to diversity and inclusion, and we proudly uphold equal opportunity employment principles. We do not discriminate based on race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status, or any other status protected by law.
