AVP, Claims Strategy and Process Innovation

Summary

Leads the one or more critical functions within the group claims organization. They are responsible for delivering operational excellence within their respective department and developing/implementing industry leading departmental practices and supporting tools. Specifically, there is accountability for defining departmental strategy, as well as the corresponding definition and execution of our operational practices which are critical components of business growth and profitability. Responsible for coordinating efforts with executive management and other functional leaders as appropriate through the end-to-end process; for defining the customer experience to be delivered and positioning the organization to deliver that experience through ensuring appropriate management mechanisms are in place. Additional responsibilities center around hiring and developing staff, supporting business growth/sales efforts by presenting our overall value proposition story to prospective customers, and participating in in-force customer meetings as needed.

Responsibilities

✔ Claim Operations - Effectively and efficiently execute on all day-to-day claim related functions; Ensure appropriate transparency into organizational performance levels through control monitoring, management reporting, etc.; Partner closely with QA, training, and other support organizations to ensure staff are making appropriate claim determinations and providing appropriate answers to claimant/policyholder inquiries; Maintain a strong line of communication with Law and Compliance partners to ensure that all state and federal regulations are met and that Symetra's claim practices are consistent with the regulations; Support new customer growth and on-going relationships / communications; Complaint resolution and DOI complaint management; Resolve and approve escalated claim payments and expense adjustments.
50%

✔ Continuous Improvement - Continuously evolve the departmental strategies, practices and tools with a focus on optimal claim decision making, highly efficient processing and an exceptional customer experience; Lead claims operation initiatives, directly or through other leaders, to ensure objectives are delivered upon; Develop high-level business requirements/needs analysis for the claim management system and corresponding business processes; Collaborate across the organization to ensure alignment with upstream and downstream functions to enable a seamless customer experience; Benchmark Symetra practices against our key competitors and ensure competitive differentiation. May also lead cross-functional initiatives within all of claims or across other functions within the company.
20%

✔ People Leadership - Key focus on staff development, mentoring and succession planning; Provide direction and guidance to managers and front line staff as needed; Staff recruitment; Maintain a strong line of communication across the organization.
30%

We empower inclusion
At Symetra, we aspire to be the most inclusive insurance company in the country. We're building a place where every employee feels valued, respected, and has opportunities to contribute.

Inclusion is about recognizing our assumptions, considering multiple perspective, and removing barriers. We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our efforts here.

 

Creating a world where more people have access to financial freedom
Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we're guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they're buying, and we design products--and operate our company--to stand the test of time. We're committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom.

For more information about our careers visit: https://symetra.eightfold.ai/careers

 

Work Authorization
Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.

 

Please review Symetra's Remote Network Minimum Requirements:

As a remote-first organization committed to providing a positive experience for both employees and customers, Symetra has the following standards for employees' internet connection:

• Minimum Internet Speed:100 Mbps download and 20 Mbps upload, in alignment with the FCC's definition of "broadband."
• Internet Type:Fiber, Cable (e.g., Comcast, Spectrum), or DSL.
• Not Permissible:Satellite (e.g., Starlink), cellular broadband (hotspot or otherwise), any other wireless technology, or wired dial-up.

When applying to jobs at Symetra you'll be asked to test your internet speed and confirm that your internet connection meets or exceeds Symetra's standard as outlined above.

 

Identity Verification

Symetra is committed to fair and secure hiring practices. For all roles, candidates will be required (after the initial phone screen) to be on video for all interviews. Symetra will take affirmative steps at key points in the process to verify that a candidate is not seeking employment fraudulently, e.g. through use of a false identity.

 

Failure to comply with verification procedures may result in:

• Disqualification from the recruitment process
• Withdrawal of a job offer
• Termination of employment and other criminal and/or civil remedies, if fraud is discovered