Vice President, Auto Claims

🕒 Maio 1

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $159.949 - $420.789 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Vice-presidente

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Mercury Insurance

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1962

💸 Finanças

👥 B2C

Insurance • Finance • B2C

A Mercury Insurance é um provedor líder de produtos de seguro, focando em proteger indivíduos e seus bens com um compromisso com a privacidade e o atendimento ao cliente. A empresa opera através de agentes independentes e oferece uma variedade de serviços de seguros, incluindo seguros de automóveis, residenciais e outros produtos de seguro pessoal. A Mercury Insurance prioriza a segurança das informações pessoais e a conformidade com as leis de privacidade, garantindo que os dados dos clientes sejam manuseados com cuidado e compartilhados apenas quando necessário para o atendimento de contas ou conforme exigido por lei.

Descrição

• Develop and communicate the vision, strategy, and operating model for the Auto Claims team aligned to overall enterprise objectives • Define and continuously refine segmentation criteria (severity, complexity, coverage, exposure) • Lead annual and multiyear planning for the Auto segment, identifying initiatives related to digital intake, triage, fast‑track programs, staffing, and process improvements • Ensure all Auto Claims activities are performed in accordance with company guidelines and regulatory requirements across all applicable jurisdictions • Design, standardize, and continuously improve end-to-end workflows for: Initial claim intake and early investigation • Champion the use of technology, AI, analytics, and digital tools (e.g., digital FNOL, photo apps, workflow and triage engines, dashboards) to improve speed, accuracy, and the customer experience • Drive a culture that leverages data analysis to make better decisions at the leader and frontline level • Lead, coach, and develop Auto Claims leaders and team members, creating a high performing, highly engaged organization • Establish clear expectations for claims handling behaviors, customer empathy, cycle time, quality, and escalation/transfer decisions • Build robust talent pipelines and career paths, including development opportunities that prepare team members for progression into Claims Examiner and leadership roles • Promote a culture of accountability, inclusion, and continuous improvement, with regular feedback, recognition, and development conversations • Effectively lead a remote workforce, ensuring strong communication, performance management, and change adoption across locations • Partner with Auto Claims Examiner leadership to align segmentation rules, handoff standards, and performance targets, ensuring a seamless customer and employee experience across the claim lifecycle • Collaborate with Product and Underwriting to share insights from early lifecycle claims (e.g., loss trends, coverage issues, fraud indicators, emerging risks) that inform product and pricing decisions • Identify and mitigate operational risks related to early lifecycle handling, including service breakdowns, regulatory/compliance risk, and process gaps

🎯 Requisitos

• Bachelor’s degree required; advanced degree preferred and/or relevant industry designations • 15+ years of progressive auto property/casualty claims experience, with strong exposure to early lifecycle handling, material damage, and less complex injury/property claims • 10+ years of leadership experience managing sizeable claims operations and people leaders, preferably including segmented or tiered claims organizations (e.g., fast‑track, express, or early resolution units) • Demonstrated experience collaborating with senior Claims leaders and cross‑functional partners to execute strategy and drive measurable performance improvement. • Proven strategic and operational leadership skills, with the ability to design, communicate, and execute an operating model for your segment • Strong people leadership and coaching capability; builds high performing teams, drives accountability, and maintains high engagement • Deep understanding of auto claims best practices, particularly in early investigation, material damage, and fast-track claims handling • Demonstrated ability to use data and analytics to diagnose issues, set targets, and manage performance at the leader and frontline level • Demonstrated experience identifying, implementing, and optimizing AI and automation solutions within insurance/claims (e.g., triage models, fraud detection, document ingestion, decision support tools, generative AI for adjuster support), with appropriate governance, risk management, and measurable business outcomes • Excellent verbal and written communication skills, including the ability to influence and align stakeholders across Claims, Product, Underwriting, SIU, Legal, and Technology • Comfortable leading in a remote/hybrid, highly distributed environment with strong discipline around communication, performance measures, and change management

🏖️ Benefícios

• Competitive compensation • Flexibility to work from anywhere in the United States for most positions • Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours) • Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus) • Medical, dental, vision, life, and pet insurance • 401 (k) retirement savings plan with company match • Engaging work environment • Promotional opportunities • Education assistance • Professional and personal development opportunities • Company recognition program • Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more