Senior WC Claims Operations Manager

Liberty Mutual Insurance
Tampa, Florida
Not Specified
Mar 11, 2023
May 09, 2023

Partners with WC Claims leadership to provide unparalleled operational support and enablement. Develops and implements business initiatives that improve operational efficiencies and compliance. Engages a broad group of stakeholders and manages multiple initiatives that lead to process and outcome improvements for the Claims and Managed Care functions. Coaches and develops a team of Claims Operations Managers and Senior Business Analysts who are responsible for partnering and supporting operational initiatives.



  • Reviews and monitors overall operational results for the WC Claims function. Develops and implements recommendations to improve performance on key WC objectives (e.g. customer service, retention, productivity, compliance, TPA services and total cost management.)
  • Committed to providing an exceptional employee experience and creating an engaging work environment for Claims Operations. Oversees the selection of top talent, delivers continuous coaching, understands and applies tools and processes to reinforce behaviors that ensure service excellence, and holds others accountable for the development of their people.
  • Partners closely with WC Claims leadership, Global Claims Services, WC Analytics and other stakeholders to oversee the successful implementation of projects and initiatives for the Claims function.
  • Champions the Claims customer service culture by delivering process efficiencies that enhance insured and TPA customer experience. Inspires and promotes an environment that identifies process efficiencies to continuously improve how work is completed to maximize the performance and quality of operational results and ensure compliance with the regulatory environment.
  • Represents Claims Operations on department task forces, committees, and projects. Acts as primary liaison to coordinate responses to problems or issues identified. Ensures senior management is updated regularly. Participates in planning and budget initiatives ensuring resources are properly allocated.
  • Manages and coordinates the rollout and training of Claims programs and initiatives (e.g. systems implementation, efficiency initiatives).
  • Handles special projects and initiatives as assigned.
  • Responsible for the response to the majority of external and internal auditing, including regulatory and fronted carrier audits.
  • In-depth knowledge of workers' compensation claims processes and procedures including workflows, systems, roles and responsibilities required
  • Excellent organizational skills to coordinate activities and programs
  • Demonstrated ability to communicate verbally and in writing at all levels of the organization and clearly and concisely express opinions, conclusions and recommendations
  • Excellent leadership, interpersonal, analytical, and negotiation skills required
  • Bachelor`s degree plus 7-10 years of relevant and progressively more responsible work experience required
  • Advanced insurance related designations/CPCU and/or advanced degree preferred

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.

Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit:

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:

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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