Director of Claims Triage Operations

Company

Argo Group is an underwriter of specialty insurance products in the property and casualty market. We offer a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. Our entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description

Business Title: Director of Claims Triage Operations

Employment Type: Full-Time

FLSA Status: Exempt

Location: In-Office

Summary:

Join our dynamic Claims team as a Director of Claims Triage Operations! We are seeking an experienced professional to lead a nationwide triage operation from one of our offices, including Rockwood, PA; Richmond, VA; and Omaha, NE, as well as Albany, NY; Chicago, IL; Los Angeles, CA; Houston, TX; New York, NY; or Springfield, MO. In this fast-paced role, you will oversee the timely intake and accurate routing of workers' compensation, liability, and property claims. Your leadership will be crucial in implementing a best-in-class triage model that drives efficiency, compliance, and continuous improvement in processes and technology.

Your responsibilities will also include overseeing budgeting, talent development, and maintaining strong stakeholder relationships to ensure a customer-focused team.

This is a 100% in-office position. Candidates must be able to work on-site during standard business hours.

Essential Responsibilities:
• Lead a team of Senior Triage Specialists and Triage Specialists responsible for claim intake, assignment, and decision-making, ensuring accountability for internal and external customers across the U.S.
• Establish and refine a best-in-class Triage claim management program, using measurement criteria and benchmarking.
• Drive continuous improvement initiatives related to employees, processes, and technology, including implementing a Large Language Model (LLM) to enhance operational efficiency.
• Collaborate with key stakeholders to develop plans for achieving efficient and accurate claim triage, supporting critical business goals.
• Foster positive working relationships with team members and peers to ensure operational effectiveness and compliance.
• Manage the Triage Department budget.
• Retain and develop skilled claims professionals who demonstrate expertise and a commitment to exceptional customer service.
• Conduct Development Reviews and engage direct reports in professional development opportunities.
• Train and mentor staff while acting as a role model for the company’s values and long-term success.

Qualifications / Experience Required:
• At least 7 years of claims operations experience, with a minimum of 4 years in a leadership role. Prior claims adjusting experience is advantageous.
• A Bachelor’s degree is required or the equivalent of four additional years of claims operations experience.
• Six Sigma Black Belt certification is strongly preferred.
• Experience in designing and managing AI systems based on LLM, including process tracking, error analysis, and performance improvement.
• Strong business acumen relating to insurance operations and profitability.
• Exceptional leadership skills with the ability to influence and guide through challenging situations.
• Outstanding communication skills, both written and verbal, with fluency in English required.
• Strong analytical and presentation capabilities with a focus on executing results.
• Ability to build and maintain strong relationships with clients and stakeholders.
• Flexibility and resourcefulness to thrive in a constantly evolving environment.
• Strong time management skills and ability to prioritize multiple tasks effectively.

Preferred Qualifications:
• Fluency in reading and writing Spanish is a plus.

The base salary range for this position varies depending on geographical location and related experience. In addition to the competitive base salary, employees are eligible for annual bonuses and a comprehensive benefits package.

About Working in Claims at Argo Group

At Argo Group, we value our claims professionals as key contributors to our success. We offer a collaborative work environment that inspires innovation and empowers our employees to develop creative solutions. We are committed to building an inclusive team and welcome applications from diverse backgrounds.

PLEASE NOTE: Applicants must be legally authorized to work in the United States. We are unable to sponsor employment visas at this time. We are an Equal Opportunity Employer, and we do not tolerate discrimination or harassment based on any protected characteristic.