Why MSI? We thrive on solving challenges. As a leading MGA, MSI combines deep underwriting expertise with insurer risk capacity to create specialized insurance solutions that empower distribution partners to meet customers’ unique needs. We have a passion for crafting solutions for the important risks facing individuals and businesses. We offer an expanding suite of products – from fully-digital embedded renters coverage to high-value homeowners insurance to sophisticated commercial coverages, such as cyber liability and habitational property – delivered through agents, brokers, wholesalers and other brand partners.
Our partners and customers count on us to deliver exceptional service through a dedicated team that makes rapid resolutions a priority. We simplify the insurance experience through our advanced technology platform that supports every phase of the policy lifecycle. Bring on your challenges and let us show you how we build insurance better.
We are seeking a highly skilled Workforce Manager to lead the configuration, oversight, and ongoing management of our claim platform. This role will be responsible for helping build out the system to meet business needs, ensuring appropriate assignment and distribution of claims, and maintaining accurate and active user profiles. The Workforce Manager will serve as the key liaison between the claims operations team and the technology teams, ensuring smooth functionality, timely issue resolution, and optimal performance of the system.
This role requires a professional with strong claims experience, technical aptitude, and the ability to thrive under pressure while managing multiple priorities.
Key Responsibilities
System Build & Configuration
Collaborate closely with internal teams to configure and build the claims system according to business requirements.
Participate in design sessions, testing cycles, and implementation activities.
Ensure system settings, workflows, and rules support efficient and accurate claims processing.
Identify configuration opportunities to enhance productivity and operational accuracy.
Maintain documentation of configuration decisions, workflows, and operational processes.
Claim Assignment & Distribution
Monitor incoming claims volumes daily and ensure timely, fair, and accurate assignment to examiners across MSI and third-party administrators (TPAs).
Develop and manage workload balancing strategies to ensure equitable distribution based on capacity, licenses, experience, and performance.
Identify trends, bottlenecks, or issues in claim routing and work with operations and technology teams to address them.
User & Access Management
Oversee the creation, maintenance, and accuracy of user profiles within the system.
Ensure users have correct permissions, role configurations, and access required to perform their job functions.
Partner with HR, management, and IT to support onboarding/offboarding activities and system-related transitions.
Cross-Functional Communication & Issue Resolution
Act as the primary liaison between the claims business team and the technology team for system performance issues, enhancements, or unexpected behaviors.
Communicate system changes, updates, or issues to leadership and frontline staff.
Support training efforts by providing subject matter expertise on system features, workflows, and updates.
Performance Monitoring & Reporting
Track workload distribution, capacity, cycle times, and other operational metrics.
Provide routine reporting and insights that support strategic decisions around staffing, workload, and process optimization.
Recommend process improvements based on data-driven insights.
Qualifications & Attributes
5+ years of experience in claims handling, claims operations, or a related field (required).
Strong working knowledge of claims processes, workflows, and regulatory considerations.
Experience using or supporting claims management systems; configuration or implementation experience is highly preferred.
Strong analytical and problem-solving abilities; comfortable working with operational data.
Excellent communication skills with the ability to interface effectively between business and technology teams.
Self-driven, detail-oriented, and able to perform under tight deadlines or high-pressure situations.
Ability to manage multiple tasks and priorities with minimal oversight.
Technical aptitude and comfort working in systems that require configuration (no coding required).
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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.
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What We Do
BRP is now The Baldwin Group! We’ve updated our name to reflect our unified group of talented teams across the country. The Baldwin Group is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since our founding in 2011, we’ve evolved from a local business into a national firm with a vast network of specializations and industry practices for the benefit of our more than two million clients across the country. In addition, we have built excellent relationships with a wide range of insurance company partners. These relationships, coupled with our entrepreneurial and family-oriented culture, and deep expertise enable us to seamlessly deliver a breadth of innovative solutions to clients. At The Baldwin Group, we help provide the solutions our clients need to have confidence and gain peace of mind as they pursue what’s possible for themselves, their families, and their businesses. Whether they are renting their first apartment or buying a larger home, opening a small business or taking their company public, we offer solutions to support them on every step of their journey. This has been our story since the beginning—we provide the indispensable expertise and quality insights that give our clients peace of mind to pursue their purpose, passion, and dreams. And that’s what The Baldwin Group will continue to do for years to come: we Protect the Possible℠.
