Senior Director, USRM Property Claims Quality Improvement - Liberty Mutual

The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.

Leads all aspects of the Quality program for U.S. Retail Markets (USRM) Property Claims. Responsible for managing, sustaining, and continuously improving a comprehensive quality improvement strategy, to drive year-over-year improvements in quality of claims handling, outcomes, and accuracy.

Please note strong preference towards candidates within 50 miles of a Property claims HUB location: Plano TX, Heathrow FL, Indianapolis IN, Warrenville IL, Boston MA, Liberty Lake, WA.

Responsibilities

• Lead the quality improvement program for USRM Property Claims. Enable the business to deliver best-in-class performance and results for personal lines and small commercial segments across a balance of loss control, expense, and customer service indicators.
• Manage and execute quality strategies that deliver business insights and drive operational improvements. Provide fact-based, data-driven assessments of organizational health, operational performance factors, key business risks (both longstanding and emerging), calibration, and effectiveness/impacts of continuous improvement efforts.
• Innovate and execute breakthrough approaches to drive operational excellence and improve consistency of claims business outcomes. Improve exception- and risk-based claims handling, leveraging predictive modeling, advanced data mining, process enhancements, and emerging technologies that improve quality and overall operating results.
• Provide leadership-level subject matter expertise in property claims handling and strategic quality improvement. Support and influence senior business leadership on opportunities to improve accuracy, service, ease, and speed across and beyond the USRM Property Claims organization
• Manage a 20-25 person, multi-layered team of property claims quality practitioners. Set clear performance expectations, deliver continuous feedback and coaching, and oversee selection of top talent. Understand and apply tools and practices to reinforce behaviors that create a culture of equity, inclusion, excellence, accountability, resilience, and growth mindset within teams.
• Leverage and strengthen partnerships across different functional areas of Liberty Mutual to drive results. Partner closely with Property Claims Field, Process, Operations, Analytics, Training/Knowledge, and other teams to analyze and improve claims & service quality and to continuously improve the QI program itself. Provide guidance, leadership, and/or analytical support for relevant strategic initiatives and special projects to help improve performance of people, processes, and infrastructure.

• Bachelors degree plus 10+ years of progressively more responsible work experience, preferably in insurance
• MBA and/or CPCU preferred
• Advanced analytical and problem solving skills
• Advanced knowledge of systems
• Outstanding skill in using a variety of analytical software to facilitate analysis
• Knowledge of claims operations
• Superior communication and project management skills
• Exceptional influencing skills to lead projects with participants who are not directly managed by incumbent

**This position may have in-office requirements depending on candidate location.**

As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally. 

At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.

We are proud to support a diverse, equitable and inclusive workplace, where all 45,000 employees feel a sense of community, belonging and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn and engage.

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

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