This position reports to the Vice President & Chief Claims Officer in the Direct Group of the Plymouth Rock Enterprise.

The Director of the Horsham Pa. Claim Office is a unique position in that it oversees a First Report Unit, two Physical Damage Claims Operations (one of which is an innovative straight through no touch/low touch concept) and a Subrogation Department. The Director of this multi-unit office also is one of very few site leaders without another Director and Vice President present in the location; thus there is a tremendous amount of responsibility placed on the incumbent. The Director provides business leadership and strong technical skills for the Claims organization.

The Claims Director is responsible for overseeing the activities of all units which are geared toward meeting the Claim Department's loss containment, service and expense related objectives. The Director is responsible for subrogation recoveries on all lines of business, budgeting, staff development, compliance, adherence to quality assurance guidelines, analysis of results and management of the 24/7 call center operation. The Director is also responsible for multiple inside PD units.

The Director should be able to work both independently and partner with all levels of the organization. The Director should possess the ability to communicate and present innovative thoughts and modifications to the current operation.

Essential Functions and Responsibilities

• Ensure that internal controls are adhered to.
• Develop and adhere to annual budgets for the three units.
• Objectively assess and manage performance.
• Manage external relationships with other Plymouth Rock companies, agents and vendors.
• Continuously analyze results and make recommendations for improvement.
• Focus on continuous improvement of day to day operations.
• Oversee all facilities issues.
• Oversee annual performance review process.
• Make recommendations for promotions, salary activity and termination of employment as warranted.
• Prepare monthly report of results, activities and plans.
• Assess performance of outside vendors and counsel. Determine if changes are necessary.
• Promote teamwork through effective leadership.
• Maintain a high level of confidentiality and professionalism.
• Keep abreast of changes to legislation and case law impacting recovery operation.
• Enforces Company guidelines and procedures. Has a working knowledge of New Jersey, Pennsylvania, Connecticut and New York regulatory claim handling guidelines and statutory regulations. Knowledge of regulatory requirements in other states is a plus.
• Manage FNOL process to provide optimal customer service, to include in periods of high volume or CATs.
• Set Standards and guidelines for customer interaction.
• Analyze data to determine trends, take corrective measures to improve results.
• Provide data to Product and Actuarial groups to develop recovery predictions.
• Provide leadership to others through example and sharing of knowledge/skill.
• Work with departments in the company and with external vendors to provide support for their processes and to ensure we are providing optimal service to our customers during times of high volume and cat losses that may occur within any company in our Enterprise.
• Work with other departments in the company to reduce severity via increasing subrogation recoveries on all lines.
• Attend industry conferences in order to remain current on developments and technology.

Qualifications and Education

• Bachelors degree from a four-year college or university
• 10 years of claims or other applicable experience
• At least five years of management experience required
• Working knowledge of Microsoft Products
• Working knowledge of Stream, FNOL, CMS, Polstar and ImageRight
• Must possess excellent verbal and written communication skills

About the Company