FBS Claims Operations Manager

Our Client is one of the United States’ largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world. 

What to expect on your journey with us:

• A solid and innovative company with a strong market presence
• A dynamic, diverse, and multicultural work environment
• Leaders with deep market knowledge and strategic vision

We are seeking a strategic and results-driven Claims Operations Manager to lead a team of claims supervisors and estimators, ensuring operational excellence, service level achievement, and continuous improvement. This role requires a strong leader who can inspire teams, drive change, leverage data and analytics to identify opportunities, and execute claims strategies that deliver measurable business impact.

Job Summary

Leads a team of operations supervisors and individual contributors, focusing on planning, directing, and managing personnel and operations. Responsibilities include budgeting, reporting, meeting service level agreements, and ensuring quality work output for claims operational support. The leader aligns with and executes the claims strategy by utilizing technology, setting performance expectations, maintaining regular communication with the team, and developing succession plans. They also work on continuous improvement initiatives in efficiency, quality, business processes, and partnerships, and may work a non-traditional schedule.

Essential Job Functions

• Manages the research, development and design of proposals, special projects and programs intended to improve the productivity, profitability, and professionalism of the servicing operations.
• Manages and leads teams within a single site, multi-site and/or virtual locations to ensure team success in accurate and efficient processes.
• Collaborates with functional leaders within the line of business to assist in the development of strategic initiatives and intermediate level projects to achieve line of business and/or organizational goals.
• Leads efforts to ensure team has appropriate plans in place for staffing, workflow, quality assurance, reporting, compensation, budget oversight, employee security, succession planning, training and required tools/equipment in order to deliver quality outcomes.
• Manages the change strategy for special projects implemented within the team to improve adoption and maintain positive employee engagement.
• Translates enterprise claims strategy into operational priorities and execution plans, aligning service level expectations, regulatory requirements, and organizational objectives.
• Provides feedback to leadership on operational impacts, risks, and opportunities associated with strategy execution.
• Oversees day-to-day operational activities to ensure efficient and compliant business processes.
• Manages resources, systems, and vendor relationships to support organizational needs.
• Ensures timely and accurate completion of operational tasks, financial transactions, and record handling.
• Partners with internal teams and external stakeholders to support service delivery, mitigate risk, and meet regulatory and business requirements.
• Monitors workflow, resolves issues, and promotes continuous process improvement.
• Collaborates with employees to determine business impact of changes and new technologies.
• Collaborates with internal customers to optimize existing processes or implement new processes to meet changing business and regulatory needs.
• Responsible for determining, designing and implementing changes to enhance customer experience and support Line of Business initiatives.
• Responds to customer inquiries and resolves customer complaints.
• Handles and coordinates special projects within the department and participates in larger Claims projects.
• Performs other duties as assigned.

• Bachelor's degree required.
• At least 3 to 4 years of experience in Claims
• At least 3 years of experience in a leadership role
• Fluency in English
• Experience in auto and/or property insurance is highly preferred.
• Availability to work hybrid in Aguascalientes

Soft Skills

• Strategic and analytical mindset
• Strong leadership and coaching skills
• Critical thinker and effective decision-maker
• Ability to manage multiple priorities

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health and Dental Insurance
7. Pension Plan
8. Meals tickets
9. Life Insurance

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.