Operations Manager - Claims and Research

Phillips & Cohen Associates, Ltd.; Wilmington (DE); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work schedule

Company benefits

Performance-based incentives

Job summary

Phillips & Cohen Associates, Ltd. in Wilmington, DE seeks an Operations Manager for Claims and Research. You will guide a team of research and claims associates, manage KPIs and workloads, and drive process improvements.

The role emphasizes leadership, time management, and strong communication to meet SLAs and audits. Hybrid schedule with three in-office days and two remote days, and alignment to company benefits and incentives.

Qualifications

• 3-5 years in financial services.
• Previous supervisory experience.
• Experience in process management.
• Proven track record of meeting and exceeding goals.

Responsibilities

• Manage KPIs, motivate and coach Search and Claim Associates
• Monitor, review and provide feedback on employee work output and quality
• Manage the workload, scheduling and staffing of RCU employees
• Ensure the team works efficiently, within required SLAs
• Conduct and document one-one discussions with direct reports
• Provide disciplinary actions when warranted
• Analyze information, conduct trend analysis and report findings to the RCU department head
• Implement process improvements that drive efficiency and impact performance
• Assist with audit requests for information including pre-audit deliverables and post-audit remediation
• Become the subject matter expert for your team

Skills

Team leadership

KPI management

Coaching

Process improvement

Time management

Job description

Operations Manager - Claims and Research

Wilmington, DE, USA

Job Description

Posted Tuesday, June 23, 2026 at 4:00 AM

General Description:

The Research and Claims Manager is a highly knowledgeable professional with time management, critical thinking and people management skills. This role reports to the Department Head. The purpose of this role is to provide guidance and motivation to a team of research and claims associates. Also, support for initiatives, projects and audits.

Responsibilities :

• Manage KPIs, motivate and coach Search and Claim Associates
• Monitor, review and provide feedback on employee work output and quality
• Manage the workload, scheduling and staffing of RCU employees
• Ensure the team works efficiently, within required SLAs
• Conduct and document one-one discussions with direct reports
• Provide disciplinary actions when warranted
• Analyze information, conduct trend analysis and report findings to the RCU department head
• Implement process improvements that drive efficiency and impact performance
• Use good judgment to make account level decisions and provide guidance to the team
• Assist with audit requests for information including pre-audit deliverables and post-audit remediation
• Responsible for daily processes
• Become the subject matter expert for your team

Desired Experience :

• 3-5 years of experience in the financial services field
• Previous supervisory experience
• Process management experience
• Proven track record with meeting and exceeding goals

Key attributes:

• Motivational, driven to exceed goals
• Excellent communication skills, both written and verbal
• Ability to prioritize workload according to challenging deadlines
• Ability to give constructive, balanced feedback

Schedule:

• Full-time position, 40 hours per week
• Monday to Friday
• Core business hours: 8:00 am - 5:00 pm
• Occasional overtime may be required to meet deadlines, project requirements, or audit deliverables

Hybrid Work Schedule:

• Hybrid work arrangement available
• Employees are expected to work in the office 3 days per week and remotely for the remaining scheduled workdays
• In-office attendance may increase based on business needs, team meetings, training sessions, or departmental initiatives
• Compensation will be commensurate with experience, qualifications, and demonstrated leadership capabilities.
• Eligible for company benefits and any applicable performance-based incentives