2VP Claim Operations

Charlotte, North Carolina

Company Summary

Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Target Openings


Job Description Summary

Under general direction, this position is accountable for the financials including controls and compliance for assigned claim operation, is actively engaged with lines of business leaders in driving national claim strategies as defined by each line of business including trend analysis; responsible for the successful partnership and performance of the Operations staff. Leadership responsibilities including the selection, training, development, performance management and compensation administration of staff. This position is a manager of managers.

Primary Job Duties & Responsibilities

Attract, Retain and Develop World Class Talent:

  • Accountable for the selection, training and development of staff to ensure succession plan and talent retention.

  • Manage staff performance; implementing strategies and plans to address staff development; provide frequent performance feedback.

  • Evaluate performance behaviors, and develop and implement strategies and plans to address staff professional development. Assure training needs are identified and addressed on an ongoing basis.

  • Responsible for the performance assessment and determination of compensation for assigned staff.

  • Serve as a leadership role model to strengthen the development of the staff by sharing knowledge, experience and taking responsible risks to improve individual and team performance.

Provide Compelling Claim Services:

  • Employ proper claim handling techniques to protect the integrity of Travelers brand and providing consistent service quality and streamlined processes to add value for our customers.

  • Driving local claim strategy/execution through effective communication and endorsing a perpetual improvement mindset.

  • Identify business drivers and trends to support the Business Leadership in developing and coordinating business plan strategies and the integration of product line business plans/strategies.

  • Provide guidance and direction to Operations Unit Managers and staff through a continuous process of management involvement. Ensure functions, process and procedures support office line of businesses.

  • Assist Claim Center Vice President and local product leadership in driving national claim strategies as defined by each line of business to ensure consistent and successful execution at the local level. Work with line of business to adjust claim processes as appropriate to anticipate, respond to and manage trends.

  • Ensuring successful service and product delivery.

Drive the Information Advantage:

  • Successfully leverage data, management information and technology to identify and make the most of opportunities to support business strategies and improve results.

  • Proactively provide data to clearly demonstrate trends and provide recommendations to improve performance and successful product delivery.

Achieve Optimal Solutions:

  • Focus on resolution and process improvement, fulfilling all obligations while maximizing cost effectiveness, helping the business understand drivers, trends and product stress points and helping our partners attract and retain business.

  • Monitor office volume and staffing trends across all lines and across the office. Analyze actual versus planned, perform staffing analysis, monitor census versus planning and budget forecasting.

  • Monitor quality, compliance, and results of claim policies, procedures and results across all lines of business. Conduct Self-Assessment & Validation.

  • Oversee expense and financial controls for entire claim office operation. Evaluate underlying controls by reviewing various reports summarized in the.

Minimum Qualifications

  • A minimum of 7 years insurance or financial industry experience.

  • A minimum of 2 years' experience managing employees.

Education, Work Experience, & Knowledge

  • Bachelors' degree in Finance or Accounting preferred.

  • Claim management experience in managing managers preferred.

  • General knowledge and understanding of marketing, underwriting and account management processes preferred.

Job Specific Technical Skills & Competencies

Leading the Business:

  • Strategic planning - Develops long-term objectives and strategies; translates vision into realistic business strategies.

  • Analytical Thinking - Identifies current or future problems or opportunities; analyzes, synthesizes and compares information to understand issues; identifies cause/effect relationships; and explores alternative solutions that support sound decision-making.

Leading Others:

  • Leading employees - Delegates to employees effectively broadens employee opportunities, acts with fairness toward direct reports, and hires talented people for his/her team.

  • Forging synergy - Maintains smooth, effective working relationships; promotes effective teamwork.

  • Building collaborative relationships - Builds productive working relationships with co-workers and external parties.

  • Communicating effectively -Expresses ideas clearly and concisely; disseminates information about decisions, plans and activities.

Leading Self:

  • Openness to influence, flexibility - Takes ideas different from own seriously; shares responsibility and collaborates with others; accepts criticism well; doesn't assume a single best way.

Environmental / Work Schedules / Other

  • Travel Requirements: Travel Occasionally

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences. 

If you have questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

About Travelers

The Travelers Companies, Inc. (NYSE: TRV) is a leading property casualty insurer selling primarily through independent agents and brokers. The company's diverse business lines offer its global customers a wide range of coverage in the auto, home and business settings. A component of the Dow Jones Industrial Average, Travelers has more than 30,000 employees and generated revenues of approximately $25 billion in 2010.