Director, Claims Triage

Company

Argo Group is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The Argo entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description

Business Title(s): Director, Claims Triage

Employment Type: Full-Time

FLSA Status: Exempt

Location: In-Office

Summary:
We are looking for a highly capable Claims Triage Director to join our Claims team and work from either our Rockwood, PA, Richmond, VA, or Omaha, NE offices. Alternatively, we can also fill this role in our offices in Albany, NY, Chicago, IL, Los Angeles, CA, Houston, TX, New York, NY, or Springfield, MO. The Director, Claims Triage leads a nationwide triage operation, managing a fast-paced team responsible for the time sensitive intake and accurate routing of workers' compensation, liability, and property claims. This role drives a bestinclass triage model by setting performance metrics, improving processes and technology, and partnering with Claims leadership to ensure efficiency, compliance, and achievement of business goals. This role drives continuous improvement through initiatives involving the employees, processes and technology. The successful candidate will lead the implementation of a Large Language Model (LLM) that will transform the way this team performs its work. The Director also oversees budgeting, talent development, and stakeholder relationships to maintain a highperforming, customerfocused team.

This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during standard business hours.

Essential Responsibilities:

• Manage a team of 3 Senior Triage Specialists along with a Triage Team Lead who manages a team of 4 Triage specialists who are responsible for claim intake, assignment, and preliminary information gathering and decision making. This team has accountability for internal and external customers throughout the U.S. Therefore, the hours of operations for the Department are 8 am - 8pm, Eastern Time, which may sometimes require a presence in the office during non-standard office hours. Currently the Department triages claims for workers' compensation, liability, inland marine, and property claims for both the United States and Bermuda.

• Establish, refine and evolve best-in-class Triage claim management program operating characteristics, measurement criteria, and meaningful metrics benchmarking.

• Drive continuous improvement through initiatives involving the employees, processes and technology. Lead the implementation of a Large Language Model (LLM) that will transform the way this team performs its work.

• Working with the SVP - Global Claims Operations partner with key Claims Management to develop plans aimed at achieving efficiencies so that incoming claims are triaged correctly and quickly assigned to the appropriate department and the Triage department can meet its Critical Success Goals and the Company can meet both growth and profitability targets.

• Creates and maintains a positive working relationship with all direct reports, peers, and other claims department managers to ensure the Triage Department operations adds value and meets or exceeds the needs of internal stakeholders and are compliant with set expectations.

• Manage expenditures for the Triage Department to budget / plan.

• Support the professional claims selection process to retain claims professionals that consistently demonstrate appropriate technical expertise, maturity and a professional commitment to excellence and customer service.

• Conduct Development Reviews and engage direct reports in developmental and skill building opportunities.

• Train and mentor staff.

• Act as a role model demonstrating belief in, and commitment to, the aspiration values of Argo Group, continuing to build and lead a value-based organization committed to long-term success.

Qualifications / Experience Required:

• Proven people management experience, an advanced knowledge of triage claims and process improvement, and an exceptional customer service focus, typically obtained through:

  • Minimum 7 years claims operations experience, including 4 years in a People Leadership capacity. Prior experience as a claims adjuster is helpful.

  • Bachelor's degree required, or four additional years of claims operations experience in addition to the 7 mentioned above.

  • Six Sigman Black Belt certification strongly preferred.

  • A combination of experience, technical and strategic skills, and practical know-how to oversee the design, building, and manage an AI system based on LLM that is reliable, adaptable, and works well.

  • Experience setting up processes for tracking AI performance, analyzing errors, and using feedback to continuously improve the quality and reliability.

  • Ability to create structured and clear prompts to guide the AI model to deliver accurate and reliable results.

• Must have good business acumen (i.e. understand how an insurance company works and makes money, including how this role impacts both Argo Group's and our customers' ability to be profitable).

• Proven leadership capabilities with a sound influence in dealing with challenging situations.

• Independent decision maker - takes full responsibility for making decisions and consequences associated with decisions.

• Recognized as a leader within the organization that provides advice and guidance to others.

• Polished and professional written and verbal communication skills with the ability to build consensus both internally and externally. The ability to read and write English fluently is required.

• Strong customer service focus

• Strong analytical and presentation skills

• A strong focus on execution in getting things done right. Proven ability to consistently produce and deliver expected results to all stakeholders by:

  • Finding a way to achieve success through adversity.

  • Being solution (not problem) focused

  • Thinking with a global mindset first.

• Client focus - the ability to effectively determine specific client needs and to provide value added solutions.

• Demonstrates inner strength. Has the courage to do the right thing and demonstrates it on a daily basis.

• Intellectual curiosity. Consistently considers all options and is not governed by conventional thinking.

• Ability to build commitment both internally and externally. Ability to communicate corporate vision and to gain support for your views, opinions and decisions.

• A team builder, someone who understands that success is dependent upon the performance of the team and not individual team members. Creates strong morale and spirit within the team: shares wins and celebrates success as a team

• Ability to establish mentoring relationships with key employees and participates in the development of succession and training plans for critical positions.

• Ability to develop and communicate claim management reports for accurate and timely reflection of support staff performance and impact on the claims department.

• Successful traits (flexibility, ability to thrive in change, being resourceful on your own) necessary to work in a fast-paced environment that is evolving constantly.

• Ability to develop and maintain productive relationships with clients, business partners and organizational peers with a focus on timely and meaningful exchanges of information.

• Effective time management skills and ability to prioritize workload while handling multiple tasks and deadlines.

Preferred Qualifications:

• The ability to read and write Spanish fluently is considered a plus.

The base salary range provided below is for hires in those geographic areas only and will becommensuratewith candidate experience. Pay ranges for candidates in other locations may differ based on the cost of labor in that location. In addition to base salary, all employees are eligible for an annual bonus based on company and individual performance as well as a generous benefits package.

• Albany and Chicago Pay Range:$132,294 - $155,856

• Los Angeles and New York City Pay Range:$144,126 - $170,136

About Working in Claims at Argo Group

Argo Group does not treat our claims or our claims professionals as a commodity. The work we offer is challenging, diverse, and impactful.

Our Adjusters and Managers are empowered to exercise their independent discretion and, within broad limits and authority, be creative in developing solutions and treat each case as the unique situation it is.

We have a very flat organizational structure, enabling our employees have more interaction with our senior management team, especially when it relates to reviewing large losses.

Our entire claims team works in a collaborative nature to expeditiously resolve claims. We offer a work environment that inspires innovation and is open to employee suggestions. We even offer rewards for creative and innovative ideas.

We believe in building an inclusive and diverse team, and we strive to make our office a welcoming space for everyone. We encourage talented people from all backgrounds to apply.