FBS Dir, Claims Ops & Support Services

Overview

Provides strategic and operational leadership for a large nearshore and offshore claims support organization, accountable for standing up, scaling, and stabilizing a multi-location claims operational support model.

What you'll do

• Set and execute overall strategy by aligning priorities, service models, and outcomes to business needs and enterprise objectives.
• Lead a large nearshore and offshore organization by providing direction across varied teams while ensuring consistent execution, engagement, and people management practices.
• Oversee and integrate multiple, distinct claims support teams, with accountability for transitioning work across locations and owning stabilization.
• Balance standardization with the unique needs of diverse, claims adjacent services while establishing scalable, centralized delivery models.
• Establish performance measures and operating standards, monitor results, identify risks and opportunities, and lead initiatives to improve efficiency, quality, and service effectiveness at scale.
• Lead operational change efforts affecting processes, systems, and people, while ensuring appropriate controls, compliance, and risk management are embedded in daily operations.
• Partner with cross functional stakeholders to align priorities and resolve tradeoffs, while managing budgets and exercising cost stewardship across assigned operations.
• Own E2E service operations excellence in scope (India and Mexico), covering recruiting, training, development, operational execution and attrition reduction.

What you'll need

• 7+ years of experience in a similar role in Claims Operations for an American Insurance Company (must).
• US P&C experience (must).
• Experience in estimating, general knowledge (must).
• Full English fluency (must).
• Focus on claims experience: quality and productivity, metrics, analytics, team performance.
• Experience leading a team of over 150 people.
• Power BI: Intermediate.
• Excel: Intermediate.
• Quickbase: Intermediate.
• Leadership: Advanced.
• Strategy: Advanced.
• Operational Excellence: Advanced (metrics, drivers, reporting).
• Data analysis and resource allocation.
• Decision making skills (autonomy).

Details

• Location: Pune, Maharashtra, India; hybrid model.
• Expected working hours: 6:30pm-3:30am India Standard Time, overlapping with US/Mexico operations.
• Employer of Record: Capgemini (manages local payroll and benefits).
• Employment with FBS is conditional on valid local legal authorization to work in India; FBS does not sponsor work authorization unless explicitly stated.
• Employment is exclusive; parallel employment or outside business interests must be disclosed and reviewed under FBS conflict-of-interest policy.