AVP, Claims, Unclaimed Property & Operational Controls
Fidelity & Guaranty Life Business Services

F&G is hiring for an AVP, Claims, Unclaimed Property & Operational Controls.

The role will provide leadership and strategic guidance to F&G's Claims, Unclaimed Property (UCP) and Operational Controls departments. Responsible for delivering service excellence to claimants, agents and MGAs by managing claims processes in accordance with defined performance metrics. This position coordinates with the management of third-party administrators (TPA) for claims reporting and payment and handling of unclaimed property. This position has responsibility for implementing regulatory changes related to claims and operations issues as well as monitoring for ongoing compliance and control execution. This position also oversees the company's Unclaimed Property and Escheatment processes. Finally, this position oversees the controls for all of Insurance Operations, setting the controls strategy and ensuring appropriate controls are in place.

Duties and Responsibilities

• Oversee the development and execution of the Claims strategy and roadmap for processes and technology, taking into consideration control needs and efficiency needs in the Claims organization
• Oversee quality review and control processes for claim payments; these include senior and executive leadership interactions.
• Oversee unclaimed property/escheatment processing ensuring regulatory requirements are met.
• Handle escalated phone calls involving claims service issues and resolve complex issues.
• Partner with the Training and Knowledge Management teams to develop and maintain standard process documentation, work aids and training material. Cultivate a culture of continuous improvement, ensuring documentation is being updated as improvements are made.
• Prepare claims operations and financial reports; identify new reporting and analysis requirements.
• Manage resources and allocate resources with particular attention during periods of peak volume.
• Monitor Claims expenses to ensure expenses stay within budget.
• Act as a Change Leader, working with process owners and stakeholders to implement strategic process changes. Serves as mediator or conflict negotiator on project teams as necessary.
• Build and maintain high level knowledge across all business areas by staying current on initiatives and challenges/opportunities across the business.
• Demonstrate a knowledge base beyond their domain. Be an active contributor to outcomes beyond those in their immediate control and influence the firm by managing up, down, and latterly.
• Oversee the development and execution of the Operational Controls team strategy and defining the scope of the Operational Controls team responsibilities.
• Partner with the Risk, Controls and Audit teams in a liaison fashion for all operational areas.
• Creation of a staffing plan to identify the appropriate roles and responsibilities needed for the team.
• Partnership with other department leads to identify employees and deploy the team.
• Respond to appeals of adverse claim decision and consumer and insurance department complaints.
• Oversee and build the strategy for the control environment for Claims and also for Insurance Operations to ensure controls are in place, executed and updated as needed.
• Identify and drive continuous improvement and regulatory compliance initiatives related to claims processing and insurance operations.
• Lead and guide the leaders of Claims, UCP and Controls. Oversee overall performance of the teams through quantitative and qualitative measurements.

Experience and Education Requirements

• Bachelor's degree preferred
• 10+ years life and/or annuity and/or disability claims experience.
• 4+ years of experience leading teams in a controls-type environment
• Demonstrated strong customer relationship management, as well as internal corporate relationship management capabilities.
• Proven experience in successfully managing suppliers of related outsourced services.
• LOMA coursework and/or formal business process improvement training such as Six Sigma is a plus.

Skills and Abilities

• Leverages business insights to accurately and reliably prioritize initiatives based on business impact.
• Promotes an environment that encourages the ability to adjust to new work structures, processes, requirements, and/or cultures.
• Create a culture where your teams are regarded by customers as experts in their area.
• Drives effective communication and information exchange among functional areas.
• Encourages open dialogue; provides a compelling point of view that helps influence the direction of the discussion.
• Challenges current processes and suggests and implements new techniques, methods and practices to improve effectiveness and efficiencies.
• Ability to coach and mentor colleagues on digital techniques and accelerators used at F&G.
• Builds and maintains strong, credible relationships across the business while maintain independence.
• Explains business objectives and any business problems requiring solutions; supports team in obtaining information that is difficult to acquire.
• Strong understanding of controls to be set-up in an Operating environment to prevent fraudulent activities.
• Leads/participates in process improvement activities. Past experiences improving the customer experience and improving processes for continued improvement's
• Identifies key issues and define parameters for potential vendor solutions.
• Sets expectations and promotes conditions that enable team members to deliver high quality work.
• Maintains industry regulatory knowledge.

Other Requirements:

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel may be required (less than 10%)

#LI-Remote #LI-MB1

Additional Information
Work Environments

F&G believes in an employee-centric flexible environment, which is why we offer the ability for in-office, hybrid and remote work arrangements. During the hiring process, you'll work with your leader to decide what works best for your role.

F&G complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for F&G. If reasonable accommodation is needed to participate in the job application or interview process, please contact talentacquisition@fglife.com.

Join our employee-centric hybrid work environment: F&G Careers

About F&G

Since 1959, Fidelity & Guaranty Life Insurance Company (F&G) has offered annuity and life insurance products to those who are seeking security in retirement and protection during life's unexpected events.

As a national Top Workplace1, an Iowa Top Workplace2 and a proud equal opportunity employer, F&G team members are empowered, collaborative, dynamic and authentic. We believe that by embracing these values, we will continue to build and strengthen the company while continuing to be a great place to work.

1Top Workplaces USA 2022 - 2023

2Des Moines Register Top Workplaces 2018 - 2022

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