Claims Operations Manager, Residential Property

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At Gore Mutual, we’ve completely transformed our business in under three years. By investing in top talent and leading technology, we’ve redefined what it means to be a modern mutual that does good.

Our path forward brings a sharper focus on our business’ performance that’s powered by innovation and an agile, high-performing culture – we’re built for success.

We’re well on our way to becoming a purpose-driven, digitally led national insurer. Come join us.

The purpose of the Claims Operations role in Residential Property Claims at Gore Mutual is to ensure efficient and effective management of property claims, enhancing both operational performance and customer satisfaction. This role exists to oversee the claims process, manage reserves, and lead specialized teams such as appraisal and subrogation, ensuring accurate valuations and maximizing recovery opportunities.

The role's objectives include improving claims line performance, implementing process and financial improvements in collaboration with Actuarial and Claims Business Management, and delivering continuous improvement in customer NPS. The expected end results are timely and accurate claims handling, enhanced operational efficiency, improved financial outcomes, and higher customer satisfaction, ultimately contributing to Gore Mutual's reputation and success in the insurance market.

What will you do?

Claims Line Performance

• Ensure timely and accurate TFRs
• Review and analyze operational KPIs to identify areas of opportunity for improvement
• Setting objectives & metrics for performance reporting
• Approve and monitor reserves to ensure adequacy and compliance with company policies
• Partner with Actuarial and Claims Business Management to identify and deliver process and financial improvements
  
  
  

Workforce management

• Oversight of recruitment/talent requirements and decisions on employee performance.
• Lead and manage an appraisal team to ensure accurate and fair property valuations
• Oversee a subrogation team to maximize recovery opportunities
  
  
  

Business planning & change implementation

• Work with directors and Claims Performance Managers to identify areas for improvement and action plans to address Implement process changes
• Monitor performance of new/changed processes
• Collaborate with Actuarial and Claims Business Management to implement financial improvement initiatives
• Manage CAT (Natural Catastrophe) response plans to ensure effective and timely claims handling during catastrophic events
  
  
  

Employee Engagement

• Ensure active coaching & mentoring within claims team
• Succession planning
• Reward and recognition execution
• Ensure development planning within claims line
  
  
  

Customer Experience Improvement

• Deliver on objectives to provide continuous improvement in customer NPS
• Analyze customer feedback to identify trends and areas for enhancement
• Implement strategies to improve customer satisfaction and loyalty
  
  
  

What will you need to succeed in this role?

• Undergraduate degree in relevant field
• 5+ years of claims handling experience
• 3+ years of claims leadership experience
• People management –interviewing, performance, hiring, and coaching etc
• Technical expertise within the claims line
• Analytical thinking – review metrics and KPIs and develop appropriate actions
• Business planning – identifying and implementing changes to drive enhanced operational results.
• Negotiation and escalation management
• Setting objectives to drive enhanced operational results in Claims.
  
  
  

#IND-HP

Gore Mutual Insurance is committed to providing accommodations for people with disabilities during all phases of the recruiting process, including the application process. If you require accommodation because of a disability, we will work with you to meet your needs. If you are selected for an interview and require accommodation, please advise the HR representative who will consult with you to determine an appropriate accommodation.