Operations Manager, Claims @ Liberty Mutual Insurance
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Overview
The Operations Manager, Claims at Liberty Mutual Insurance provides operational leadership and program management for one or more Global Delivery Centers (GDC), supporting underwriting, claims, and the international delivery center (AIPAC). Reporting to the Manager, GDC Operations, you will plan and manage budgets, staffing, quality control, regulatory compliance and resource allocation to meet corporate objectives. This remote role requires frequent stakeholder engagement and prompt response to urgent requests.
Key Responsibilities
- Partner with Delivery Center and functional leaders to manage budgets, staffing plans, and resource allocation.
- Own and monitor operational KPIs including SLA attainment, cycle times, error rates, and customer satisfaction.
- Drive project completion through data analysis and collaboration with stakeholders.
- Lead problem-solving efforts to scope root causes and implement improvement plans.
- Manage GDC programs across underwriting, claims, and international operations.
- Ensure compliance with policies, procedures and regulatory requirements.
- Serve as liaison to analytics, technology, and compliance teams to enhance reporting and automation.
- Influence and coach front-line and management teams for standardized high service quality.
Qualifications
Required: Bachelor's degree or equivalent experience; minimum 7 years in insurance operations or related fields; strong communication, negotiation and analytical skills; proven experience with data and Excel/PBI/reporting tools; working knowledge of insurance operations and regulatory environment.
Preferred: 3-5 years of management experience, experience supporting Delivery Centers, familiarity with claims/underwriting systems (e.g., Guidewire) and BI tools (Power BI); project management expertise or certification; prior regulatory interaction experience.
About Liberty Mutual Insurance
Liberty Mutual is committed to fostering an inclusive environment where employees grow professionally and personally. The company values hard work, integrity, and a people-first approach with comprehensive benefits, continuous learning opportunities, and supportive employee resource groups.
Key skills/competency
- Operations Management
- Claims
- Insurance
- Stakeholder Engagement
- Data Analysis
- Budgeting
- Regulatory Compliance
- Performance Improvement
- Project Management
- Leadership
How to Get Hired at Liberty Mutual Insurance
🎯 Tips for Getting Hired
- Customize your resume: Highlight operations and insurance skills.
- Research Liberty Mutual: Understand their culture, mission, and benefits.
- Emphasize data skills: Showcase Excel, PBI, and reporting proficiency.
- Prepare examples: Use scenarios demonstrating stakeholder alignment.
- Network smartly: Connect with current employees on LinkedIn.