Director, Claims Operations

Assurant, Inc.; United States; Remote; USD 63,000 - 84,000; Full time

Job summary

Assurant, Inc. is seeking a Director to lead a growing claims operation across multiple lines, including travel, creditor and home warranty-related claims.

The role focuses on operational excellence, scalable process design, and frontline leadership development, with a mandate to drive automation and continuous improvement. The Director will shape the operating model, ensure high-quality adjudication, and partner with clients and vendors to deliver superior service.

Qualifications

• Minimum 5 years of claim administration leadership experience.
• Progressive experience in claims operations or related high-volume service environment.
• Strong experience driving process improvement, automation and change initiatives.

Responsibilities

• Lead end-to-end claims operations to achieve service, quality, and financial objectives.
• Drive operational excellence through automation, KPI management, and continuous improvement.
• Build scalable operating models to support growth and claim volumes.
• Monitor performance metrics and use data-driven insights to improve outcomes.
• Lead and develop managers and supervisors to foster accountability.

Skills

Leadership

Claims operations

Process improvement

Data-driven decisions

Stakeholder management

Communication

Education

Bachelor's degree or equivalent experience

Job description

Lead and transform a growing claims operation across creditor, travel insurance, credit card, mobile device protection, and home warranty lines. This leadership role is responsible for operational excellence, scalable process design, customer experience, performance management, and developing frontline leaders and managers. Reporting to the AVP, Canadian Operations, the Director will shape the future operating model, drive automation and continuous improvement initiatives, and ensure high-quality claims outcomes as the business expands.

Key Responsibilities

• Lead end-to-end claims operations and support functions to achieve service, quality, productivity, and financial objectives.
• Drive operational excellence through process simplification, automation, robotics, KPI management, and continuous improvement.
• Build scalable operating models to support business growth and increasing claim volumes.
• Monitor performance metrics and use data-driven insights to improve customer outcomes and operational effectiveness.
• Ensure compliant, accurate, and consistent claims adjudication practices Partner with internal stakeholders, clients, and vendors to solve complex issues and enhance service delivery.
• Lead, coach, and develop managers and supervisors while fostering accountability and a high-performance culture.
• Champion organizational change initiatives and influence stakeholders across the business.

Required Qualifications

• A minimum of 5 years of claim administration leadership experience managing managers and multi-level operational teams.
• Progressive experience in claims operations, claims administration, or a related high-volume service environment.
• Demonstrated expertise in claims operations and operational performance management.
• Strong experience driving process improvement, automation, transformation, and change initiatives.
• Proven ability to analyze performance metrics and translate insights into business results.
• Excellent communication, stakeholder management, and influencing skills.
• Bachelor's degree or an equivalent combination of education and relevant experience.

Preferred Qualifications

• Experience in travel insurance, creditor insurance, embedded benefits, employee benefits, life insurance, healthcare claims, or P&C claims operations.
• Professional designations such as CIP, FCIP, or related certifications.
• Experience supporting contact center or customer service operations.

Why Join Us?

This is an opportunity to influence the future of a growing claims organization, modernize operations through automation and innovation, elevate customer and employee experiences, and develop the next generation of leaders. You will have significant visibility, strategic impact, and the ability to shape how claims operations scale for future growth.

Location

Canada | 100% Virtual

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