Vice President of Claims Contact Center Operations HT-891271
Vice President of Claims Contact Center Operations HT-891271
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Job Description
PORTFOLIO
VICE PRESIDENT OF CLAIMS & CONTACT CENTER OPERATIONS
Are you a strategic peoplefocused leader who inspires teams with visible enthusiasm and a motivating presence Do you excel at optimizing processes empowering highperforming teams and driving innovation and operational excellence If you thrive in fastpaced environments can guide teams through complex claims with confidence and set the tone for high engagement and shared accountability then we want to talk to you!
Our ideal VP of Claims and Contact Center Operations is:
- Strategic: You see the bigger picture anticipating industry trends and strategically positioning the team for future success.
- Collaborative: Known for building authentic relationships you foster trust and respect across departments clients and the team.
- DataDriven: You ground your decisions in evidence ensuring solutions are both impactful and sustainable.
- Adaptable: Naturally responsive to change you lead with resilience and guide your team through evolving demands with clarity and poise.
- Inspiring: Your leadership energizes those around you motivating the team to excel and think longterm.
At Portfolio your strategic mind and customercentered philosophy will bring longlasting success. Our VP of Claims and Contact Center Operations will deeply understand the nuances of auto claims see possibilities others might miss and know that the best solutions combine data with a human touch.
RESPONSIBILITIES
With a handson approach to team building and operations balanced with a forwardlooking vision focused on innovation and growth this role:
Strategic and Market Leadership
- Aligns department goals with Portfolios broader organizational strategy and continuous improvement
- Anticipates market dynamics competitor strategies and technology advancements to maintain competitiveness
- Enhances Portfolios industry reputation through strategic relationships and bestinclass practices
- Clearly cascades the overarching vision across all levels of the team
People and Team Leadership
- Energizes and inspires a 100 person team with visible engagement and accountability
- Builds trust quickly with both direct reports and frontline employees creating alignment and a sense of shared purpose
- Builds a highperformance valuesdriven culture driving measurable improvements in employee satisfaction
- Develops future leaders through intentional succession planning and talent alignment
- Optimizes workforce structure to balance customerfacing and backend functions effectively
Operational Excellence and Innovation
- Establishes consistent policies and procedures to improve efficiency across the department
- Leads change management efforts to foster adaptability and responsiveness
- Pursues ambitious improvements in claims processing times and cost management
- Enhances the claims setup and processing workflow reducing obstacles and maximizing productivity
- Integrates technology solutions to streamline operations and drive continuous process improvement
- Promotes transparent communication during operational changes to ensure alignment at all levels
- Promotes transparent communication and establishes rhythms for alignment on KPIs goals and cultural priorities
** This is an inperson position based in Dallas TX. **
QUALIFICATIONS
Required
- Automotive claims car repair warranty service contract or primary insurance (property or casualty) experience
- Director or VPlevel leadership managing 100 employees
- Inbound customer service center management with multichannel support (SMS email etc. and systems knowledge (Nice Avaya Aspect or Five9
- Proven operational leadership including budget oversight improving contact center efficiency and quality assurance
- Experience implementing and improving key operational metrics in a contact center environment
- Experience growing and scaling remote or national teams using strategic initiatives and personal connection to build strong culture cohesive teams and develop talent
Preferred
- F&I service contract claims adjudication experience
- OEM experience in automotive claims or warranty
- AI/technology initiative implementation
Desired
- Knowledge of reinsurance models and experience working with agents or dealers
- Exposure to mechanical claims auto repair and automotive customer service
- Proven track record of customercentric inhouse solutions for full claim lifecycle management
THE COMPANY Portfolio
Portfolio Reinsurance established in 1989 is a leader in dealerowned reinsurance solutions. We support auto RV motorcycle and powersports dealers in building wealth by enabling them to own their reinsurance companies retaining 100 of underwriting profits and investment income. Portfolio emphasizes transparency comprehensive reporting and flexible product offerings. Through our awardwinning approach we partner closely with dealers leveraging industry insights and tailored strategies to maximize financial growth ensuring strong dealer control and flexibility.
Core Values:
- Vision: We envision Portfolio as the most trusted and respected provider of protection products and services recognized for our bestinclass customer experience.
- Purpose: Providing financial security for consumers while generating and protecting wealth for our stakeholders.
- Core Values: Serving people building trust improving continuously embracing innovation and change.
WHY WORK WITH US
- A professional ethical company with a strong reputation
- A diverse inclusive culture that values each voice and perspective
- Every team member has a voice and good ideas are heard
- Direct access to leadership our CEO walks the floor and connects with everyone
- Midsized with the feel of a small business and resources to grow quickly
- Growth and development opportunities in a dynamic industry
- Room to advance both professionally and financially
- A focus on relationships and collaboration
- Challenging and fulfilling work where no two claims are the same
- An experienced claims team thats ready for guidance and inspiration
Salary: $180k $240k bonus opportunity
Benefits: Comprehensive benefits package including Medical Dental Vision 401(k) Life Insurance Short and LongTerm Disability plus additional supportive programs
Are you ready to lead with vision inspire change and drive results Apply today!
JOB CODE: Portfolio
Required Experience:
Chief
Employment Type
Full Time
