Claims Operations Manager

🇬🇧 Manager, Claims Operations – Core & Express

🏢 Work setting & industry

• Industry: Insurance / Financial Services
• Work setting: Hybrid – 4 days onsite per week in Colorado Springs, Colorado
• Employment type: Full-time permanent role
• Environment: High-volume claims operations environment focused on customer service, operational leadership, compliance, and claims excellence within auto insurance

📌 Role overview

A leadership opportunity for experienced claims professionals to manage and develop Auto Non-Injury Claims teams within a large-scale insurance operations environment.

This role focuses on operational performance, coaching, claims quality, process improvement, compliance, and employee development while ensuring exceptional member service and efficient claims handling.

🔧 Key Responsibilities

🚗 Claims Operations & Team Leadership

• Lead and manage Auto Non-Injury Core or Express claims teams
• Oversee claims handling quality, operational performance, and member service delivery
• Review claim files and provide coaching and feedback to improve claim outcomes and consistency
• Handle escalated claims and support policy-based decision-making

👥 Coaching, Development & Performance Management

• Coach and develop claims employees to achieve operational and career development goals
• Drive employee engagement, accountability, and performance improvement
• Identify training needs and support ongoing professional development initiatives
• Hire, mentor, and lead claims staff within a fast-paced operational environment

📊 Process Improvement & Operational Excellence

• Monitor workloads, staffing levels, and productivity metrics
• Identify opportunities to improve operational effectiveness, claims processes, and member experience
• Lead and support organisational process improvements and operational change initiatives
• Use data and reporting insights to support decision-making and performance management

⚖️ Risk, Compliance & Governance

• Ensure adherence to claims handling policies, regulatory requirements, and compliance standards
• Support operational risk management initiatives and internal controls
• Promote consistent process execution and quality assurance standards

👤 Profile

• Bachelor’s degree or equivalent combination of education and experience
• Minimum 6 years’ experience in customer service, operations, military leadership, or claims handling
• At least 2 years of claims handling experience with demonstrated proficiency
• 2 years’ leadership, supervisory, or management experience
• Strong analytical and decision-making skills with experience interpreting operational data
• Proven coaching, leadership, and stakeholder management abilities
• Ability to obtain applicable insurance adjuster licensing within 6 months

⭐ Preferred Background

• Current Claims Manager or Claims Supervisor experience
• Experience handling complex non-injury auto claims and liability decisioning
• Physical damage and/or auto injury claims experience
• Strong track record coaching and developing claims adjusters
• Military service background or military spouse/domestic partner experience highly valued

💰 Compensation & Benefits

• Salary range: $103,450 – $197,730 annually
• Performance-based incentive opportunities
• Comprehensive medical, dental, and vision coverage
• 401(k), pension, and life insurance
• Paid parental leave and generous paid time off
• Wellness programs and volunteer hours
• Career development and continuing education support

⚠️ Additional Information

• Hybrid work model (4 days onsite weekly)
• No relocation assistance available
• Visa sponsorship is not available for this position
• Applications accepted on an ongoing basis until filled