Director of Resolutions(Claims) Operations

ABOUT UE:

United Educators (UE) is a member-owned liability insurer serving K-12 schools, colleges and universities across the United States, with a focus on long-term partnerships. Guided by our mission to support education, we provide exceptional claims support, customized coverage and relevant risk management resources.

At UE, you will join a collaborative, mission-driven team committed to delivering flexible insurance solutions, exceptional service and measurable value to our members.

The Director of Resolutions (Claims) Operations will lead the Resolutions Financials and Claim Technical Support leader of Resolutions Financials and Resolutions Support. The candidate will develop and drive the strategic roadmap aligned with enterprise objectives. In addition, the Director will lead change management efforts to optimize efficiency.

Responsibilities:

Strategic Leadership and Direction

• Define and manage performance metrics to evaluate and monitor success of claims operations and expense management strategies.
• Drive innovation in claims handling by maximizing new and existing technology platforms, automation solutions to improve quality and timeliness of outcomes.
• Lead change management of new products, new processes or other expansions across all claim functions.
• Coordinate Department’s role in enterprise strategic projects.
  
  

Operations Management

• Oversee the day-to-day operations of the claim financials and claim technical support teams.
• Ensure timely and accurate claim resolution and documentation in accordance with policy terms, regulations and internal guidelines and procedures.
• Implement coordinated intake, triage and workload distribution methods to optimize and manage resource allocation.
• Develop and promote claim management protocols that drive efficiency and consistency.
  
  

Financial Oversight and Reporting

• Collaborate with finance, accounting and actuary to support accurate reserve forecasting and loss trend analysis.
• Analyze and report on financial impacts of claim outcomes identifying cost containment opportunities.
• Oversee payment, invoicing and financial escalations.
• Primary responsibility for the development of data reports needed for day-to-day Resolutions needs, in collaboration with the data science team
  
  

Continuous Improvement

• Evaluate procedures, processes and implement changes to improve Department’s operational efficiency.
• Leverage data analytics to identify risks, exposures and opportunities for underwriting feedback.
• Work with Associate Vice President for Resolutions Litigation Management & Legal Operations in overall management of Operations, claims system development, and claims data analytics.
  
  

Team Leadership & Development

• Build, lead and mentor high performing team of professionals including managers, technical specialists.
• Establish clear performance expectations and career development paths, fostering a culture of accountability, empowerment and growth.
• Drive employee engagement, fostering communication and transparency.
  
  

Professional Development

• Stay current on industry trends, regulatory developments and emerging technologies to proactively adapt claims strategies.
• Participate, as appropriate, in conferences and seminars to maintain current knowledge of claims related technologies
  
  

Requirements:

• Bachelor’s degree in business, risk management, insurance or related field required. Master’s Degree or professional certifications (e.g. AINS, Lean Six Sigma, PMP, CMSP) preferred
• Possesses 8–12 years of progressively responsible experience, including over seven years in insurance claims or claims operations with an emphasis on process management and workflow optimization, and a minimum of five years leading multidisciplinary teams to foster cross-departmental collaboration
• Strong understanding of insurance regulations, fair claims handling practices and privacy laws
• Familiarity with claims technology applications, data analytics tools and document management systems
• Demonstrated ability to analyze claim data to identify trends and expense management opportunities
• Proven success partnering across departments to drive operational improvement and business alignment
• Skilled in coaching and developing diverse teams while fostering a performance-driven culture
• Demonstrated capability to prioritize, manage multiple projects and responsibilities, and meet deadlines
• Highly organized, detail-oriented, self-directed, and able to complete projects with limited supervision
• Comfortable presenting complex operational and financial topics to leadership, non-technical business partners and external stakeholders
• Proficient in Microsoft Office Suite, Salesforce, and SharePoint; experience with PowerBI preferred
• Experience leading complex transitions such as application upgrades, vendor implementations, and/or organizational restructuring
  
  

The below annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

Salary Range: $120,000 USD - $170,000 USD

Benefits:

• Health Insurance — We offer subsidized plan options with an optional pre-tax Health Savings Account (HSA), including an annual employer contribution and investment options. The plans offer a prescription benefit and telehealth
• Dental Insurance — Two plan levels are available, depending on needs
• Vision Insurance —We offer in- and out-of-network options; Lasik discounts are available.
• 401(k) — UE makes a 3% safe harbor non-elective contribution beginning the first of the month after date of hire; these funds are vested immediately. After one year of service, employees receive a 7% profit sharing non-elective contribution, as well as become eligible for a matched contribution of 25% of the first 5% employee deferral. Employees can make pre-tax contributions or taxed (Roth) salary reductions. Catch-up contributions for employees 50 years old and over. Employer contributions are fully vested immediately
• Life Insurance — UE pays for Basic Life Insurance, and employees have the option to apply for additional Voluntary coverage
• Short- and Long-Term Disability Insurance — We offer coverage in the event employees are unable to work for a period of time
• For the first two years of employment, employees accrue PTO at 24 days per year. At the beginning of the third year of service, employees accrue 30 days per year of PTO
• 11 paid holidays annually including Juneteenth and an employee choice floating holiday
• Bonus eligibility is based on salary earned and performance for the year
• Hybrid environment - employees are typically in the office 2-3 days per week after the initial training period
• Inclusive and supportive culture that embraces diversity and provides opportunities for all to succeed
• Monthly lunches and various social events throughout the year
• Opportunities to join the Social Committee, Employee Resource Groups (ERGs), and Inclusion, Diversity, and Equity Alliance (IDEA)