The Role
The Head of Defense oversees MagMutual's Defense organization, leading claims management and TPA relationships, driving operational consistency, and enhancing policyholder experiences.
Summary Generated by Built In
MagMutual is seeking an experienced Operations Leader to drive execution, performance, and continuous improvement across critical claims and defense operations workflows. This role is responsible for overseeing end-to-end operational processes—including intake, workflow management, and vendor coordination—while ensuring service levels, quality standards, and business outcomes are consistently met.
This position operates at the intersection of claims, legal, and operational execution, requiring close coordination with internal claims teams and external law firms and vendors. The ideal candidate brings a strong operational mindset, thrives in a data-driven environment, and has experience managing complex, high-volume workflows.
This position operates at the intersection of claims, legal, and operational execution, requiring close coordination with internal claims teams and external law firms and vendors. The ideal candidate brings a strong operational mindset, thrives in a data-driven environment, and has experience managing complex, high-volume workflows.
SPECIFIC DUTIES:
- Own end-to-end workflow execution, including intake, work routing, assignment, processing, and completion
- Ensure adherence to service level agreements (SLAs), quality standards, and throughput expectations
- Establish, monitor, and report on key operational metrics (volume, cycle time, backlog, quality)
- Oversee operational queues and intake channels to ensure accurate routing and timely work distribution
- Design, document, and optimize workflows using SOPs, job aids, and process maps
- Leverage workflow and case management systems to improve efficiency and visibility
- Manage vendor relationships, including performance monitoring, SLA adherence, and cost optimization
- Serve as the operational point of accountability across Claims, Legal, Vendor, and Technology partners
- Identify and resolve operational issues and lead continuous improvement initiatives
- Analyze workload trends and staffing capacity; recommend resource allocation
- Support onboarding, training, and development of team members
- Provide data-driven insights to leadership to support decision-making
QUALIFICATIONS, EXPERIENCE REQUIRED:
- Bachelor’s degree required; business-related field preferred
- 5+ years of experience in insurance operations, claims operations, or similar high-volume environments
- 2+ years of leadership experience managing teams or workflows
- Experience in claims operations, insurance defense operations, or law firm operational environments required
- Experience supporting claims or legal workflows, including coordination with law firms and external vendors preferred
- Experience working in SLA-driven environments with accountability for performance outcomes
- Experience with workflow, case management, or document management systems
- Experience using data/reporting tools (Qlik, Power BI, or similar)
- Strong analytical, problem-solving, and process improvement skills
- Proven ability to manage vendor relationships
- Excellent communication and stakeholder management skills
- Ability to manage multiple priorities in a fast-paced environment
Location:
Atlanta OfficeSkills Required
- Juris Doctor (JD) required; active license to practice law preferred.
- Minimum of 15 years of senior leadership experience overseeing a large, complex portfolio of physician and hospital MPL claims.
- Proven experience integrating claims and legal defense teams under a unified strategy and leadership model.
- Demonstrated success managing TPAs and creating scalable oversight structures for new or diversified insurance lines.
- Deep understanding of MPL litigation trends, evolving healthcare liability risk, and insurer operational drivers.
- Track record of delivering results in indemnity performance, litigation outcomes, and policyholder satisfaction.
- Strategic and operational leader with strong transformation, change management, and team-building capabilities.
- Executive presence and communication skills, with the ability to influence across all levels of the organization and externally.
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The Company
What We Do
MagMutual provides healthcare liability insurance for the practice, business and regulation of medicine. We are a mutual insurance company offering an innovative approach to insurance, all with dividends and rewards.
