APD Operations Manager

Job Summary
This position is responsible for achieving the Club's targeted quantitative and qualitative metrics for key areas of the business such as Auto claims management, Home claims management or technology execution for claims. This position has responsibility for management of Home, Auto and/or Technology. By ownership and accountability for large portions of the claims business, this position has responsibility for enforcing organizational and business unit policies, procedures and practices in the Claims Department which are consistent with and supportive of the Claims Business unit and other departments within the Club. The position collaborates with the Vice President of Insurance Claims as well as other Vice Presidents, Claims Regional Managers, Unit Managers and other business unit management. The position develops strategy, initiatives, and implements processes to achieve organizational goals, including profitability of all markets within ACE through the achievement of service goals, severity and expense management and remain competitive in the marketplace.

Reporting to the Head of Auto Physical Damage, this role will have direct leadership of APD Field and Drive Units across the ACE Footprint. 

Job Duties

• Develop strategy, initiatives, & processes to achieve organizational goals such as standards of performance and operating procedures that successfully impact claims performance, improve claims service delivery and support unit initiatives.
• Implement and maintain continuous service improvements that support the Club’s Member Service Index (MSI), the Exchange Customer Service Index (CSI), and the Enterprise Member Relationship Management (MRM) strategies.
• Establish and maintain strong working relationships with Executive staff, Regional Managers, Unit Managers and other units to ensure cross functional support.
• Provide successful leadership to claims managers, supervisors and technical claims positions.
• Develop and maintain operating budget and cost controls for the Claims Business Unit that positively impact the financial success of the Club and Exchange.
• Motivate, mentor and develop a strong management team and ensure they seek, attract and hire the best staff to provide the highest quality claims service.
• Perform other duties and responsibilities as assigned or required.
• Work tends to be strategic in nature. Decisions made impact the overall profitability and success of the Exchange. Incumbent must possess in depth working knowledge of insurance claims and all related laws and regulations.

Qualifications

• Bachelors Equivalent combination of education and experience Required
• 10+ years Claims operations management Required
• Advanced oral and written communication skills required
• Advanced knowledge of policy application in claims required.
• Moderate knowledge of Microsoft Office software including; Word, Access, Excel, and PowerPoint required.
• Previously demonstrated comprehensive level of claims management skill required.
• Advanced leadership/management skills required.
• Advanced organization skills and previously demonstrated ability to prioritize tasks and assignments required.
• Advanced knowledge of the processes required to prepare and analyze financial reports, develop cost-benefit models and create detailed written proposals/recommendations required.
• Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Required

Scope

• Works with minimal direction toward predetermined long-range goals. Acts independently to determine methods and procedures on new or special assignments. Determines and pursues courses of action essential in obtaining desired results. Takes calculated risks.
• Works on complex issues where analysis of situations or data requires in-depth evaluation of variable factors. Constructs and may pursue alternative paths towards a solution. Exercises judgment in selecting method, techniques and evaluation criteria for obtaining results consistent with broadly defined policies and practices. Problem/Task resolution timeframe: Inclusive of shorter timeframes, but typically six to twelve months or more to resolve.
• Functions independently within broad scope of established departmental policies/practices; generally refers specific problems to supervisor only where clarification of departmental operating policies/procedures may be required.
• This position manages/supervises people 20+ 50-100
• Erroneous decisions or recommendations would normally result in the inability to reach crucial organizational objectives and may have prolonged effect, as well as result in the expenditure of substantial resources.
• Represents the organization as the primary contact. Interacts with management and senior value-chain partners on matters requiring coordination across organizational lines. Achievement of objectives requires ability to influence others both internally and potentially externally.

The starting pay range for this position is:

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:
•    Health coverage for medical, dental, vision
•    401(K) saving plan with company match AND Pension
•    Tuition assistance
•    PTO for community volunteer programs
•    Wellness program
•    Employee discounts

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).