Manager-Operations, Insurance Claims

Phoenix, AZ
$80,000 - $155,000 a year
Sun Jan 29 2023 06:51:31 GMT+0000 (Coordinated Universal Time) save share

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AMEX Assurance Co. (AAC) provides insurance protection for AMEX Card Members through implicit card benefits, and fee/add-on insurance products to both Card Members and non-Card Members. This position will be responsible for all aspects of claim operations with the goal of driving extraordinary customer service, colleague performance, and efficient yet compliant business practices. Within the claims team, responsibilities will be divided between two operations managers along product and functional lines. Incumbent will be expected to obtain an adjuster’s license within the first 90 days of employment.

The successful candidate will be responsible for leading propriety staff of adjusters and team leaders, ensuring AAC delivers on the promise made to our Insureds and reducing customer friction points in the process. Ever the advocate for our customers and colleagues, the Operations Manager will advocate for a differentiated customer experience which puts our customers first and empowers colleagues to solve customer issues, while also developing adjusters and team leaders through regular goal-setting, coaching, mentoring, skip levels, and feedback leading to improved results, individual growth, and increased engagement and morale.

The compliance-minded professional will exercise oversight to ensure production requirements and quality standards are met or exceeded (including regulatory guidelines and state and federal laws), and ensure sustainable and scalable business processes are in place. The role is also responsible for additional claim-related functions which may include handling escalations, appeals, Department of Insurance (DOI)/BBB inquiries, SIU (special investigations), complaints and liaising with the legal department. He or she will also participate in the development of budgets, forecasts, workforce and business continuity plans, stay up to date on trends and developments in the insurance industry, and oversee hiring and training plans.


  • Lead a team of insurance professionals with goals of providing differentiated customer service and maintaining an effective operations control environment
  • Provide coaching and feedback that leads to achieving servicing metrics and goals
  • Facilitate professional development and career progression
  • Proactively identify opportunities to improve operational effectiveness, challenge the status quo, remove obstacles, and champion change
  • Implement and monitor processes and performance standards
  • Achieve optimal productivity through managing workload volumes, staffing, training needs, and identify and implement appropriate solutions
  • Review workload to ensure that all compliance requirements are addressed appropriately: e.g. payments are accurate, automated processes are consistent, etc.
  • Own the colleague plan and coordinate colleague focus groups to drive colleague engagement and overall satisfaction


  • 5 or more years demonstrated leadership with people management experience
  • 3 or more years of claims or financial services operations experience
  • Acquisition and maintenance of applicable insurance adjuster license
  • Excellent strategic thinker: ability to synthesize multiple inputs, independently overcome obstacles, use incomplete information to get to crux of complex issues, and step back and see bigger picture
  • Impactful insights developer: comfortable analyzing data, with a proven track record of creating and leveraging quantitative and qualitative insights to influence decision making
  • Outstanding verbal and written communicator: demonstrated ability to simplify complex ideas and tell compelling stories
  • Exemplary relationship builder and team player: experience breaking down organizational barriers, building successful partnerships, and influencing stakeholders and colleagues, with or without direct authority
  • Demonstrated ability to drive alignment of team's vision and goals through communication, and change management skills
  • Accomplished problem solver: creative yet pragmatic, with ability to effectively problem-solve anticipated and unexpected challenges
  • Strong results driver: consistently delivers flawless execution and high quality deliverables despite ambiguity and rapid change, constantly managing simultaneous projects with competing priorities

Salary Range: $80,000.00 to $155,000.00 annually + bonus + benefits

The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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