VP, Hub Leader managing the Global Servicing team in Phoenix, Arizona. Overseeing performance metrics and budget management with a focus on customer experience.
About the role
- Leader in Claims organization at Hiscox overseeing General Liability claims team. Requires extensive experience in claims handling and exceptional management skills.
Responsibilities
- Effectively manage the claims and claims volume through proper staffing of the team and active oversight of the claims, including assessing and allocating new incoming claims, reopened claims, and claims that may need to be transferred due to severity or complexity
- Responsible for implementing and executing Hiscox’s Best Practices, including but not limited to reserve-setting and reserve timeliness, undertaking comprehensive coverage analysis, developing claim-handling strategy, in an effort to align with and deliver on Hiscox’s KPIs, execute on strategies to efficiently manage claims and claim outcomes and deliver excellent service as the business scales
- Drive KPI’s and adherence to Hiscox’s Best Practices through managerial diary and file audits
- Review and approve coverage correspondence, particularly matters involving coverage denials and sensitive or complicated coverage issues
- Focus on litigation management and strategy within your direct team and across the wider Claims organization to achieve effectiveness and efficiencies of scale
- Identify, assess and escalate key issues, trends and emerging risks impacting the US business to senior claims management
- Establish collaborative relationships across our leadership, within Claims as well as other business areas
- Hire, train, motivate and coach employees to provide excellent claim service while continually assessing employee performance and providing feedback and training opportunities
- Act as the escalation point for customer and broker concerns or complaints to facilitate resolution efficiently and effectively
- Assist Director in preparing and presenting reserve analysis and claims trends while taking an active and engaged role in the feedback loop between Claims, Underwriting and Actuarial teams
Requirements
- At least 10 years of experience in handling claims.
- A JD from a law school with ABA accreditation may count as additional claims handling experience
- 5+ of experience in Commercial General Liability claims to include both Bodily Injury, Product Liability, Personal and Advertising Injury, and 3rd Party Property Damage experience.
- Construction Defect Claim handling experience is a plus.
- 4+ of Claims management experience
- Expert knowledge of claims handling practices, including coverage analysis, litigation management and negotiation
- Excellent analytical, critical thinking and communication skills are a must
- Strong skills in building engagement, rapport and relationships with others
- Advanced analytical skills for evaluating coverage and for developing and executing claim-handling strategies to achieve optimal claim results
- Evidence of efforts to enhance product innovation, improve claims processes and/or gain a deeper understanding of other aspects of the business through training, interactions with external/internal stakeholders or other relevant projects
- Technical leader who can address challenges that may come up from direct reports or others inside or outside of the organization
- Ability to manage through uncertainty or change and address challenges and implement solutions
- Experience in partnering with internal and external stakeholders, including Actuary, Underwriting, Legal and Risk Control
- Dedication to excellent customer service
- Ability to efficiently manage the claims load for your team by developing team, hiring top notch talent and providing hands-on training, mentoring, oversight and support
- Insurance adjuster license(s), or willingness to obtain them
Benefits
- 401(k) with competitive company matching
- Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)
- Company paid group term life, short- term disability and long-term disability coverage
- 24 Paid time off days plus 2 Hiscox days,10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days
- Paid parental leave
- 4-week paid sabbatical after every 5 years of service
- Financial Adoption Assistance and Medical Travel Reimbursement Programs
- Annual reimbursement up to $600 for health club membership or fees associated with any fitness program
- Company paid subscription to Headspace to support employees’ mental health and wellbeing
- 2024 Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in-class health and wellness program
- Dynamic, creative and values-driven culture
- Modern and open office spaces, complimentary drinks
- Spirit of volunteerism, social responsibility and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation
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