Strategic Leadership & Performance:
- Develop and communicate the vision, strategy, and operating model for the Auto Claims team aligned to overall enterprise objectives.
- Lead annual and multiyear planning for the Auto segment, identifying initiatives for digital intake, triage, and process improvements.
Operational Excellence & Innovation:
- Ensure all Auto Claims activities are performed in accordance with company guidelines and regulatory requirements across all applicable jurisdictions.
- Design, standardize, and continuously improve end-to-end workflows for initial claim intake, material damage handling, and timely transfer of complex claims.
- Champion the use of technology, AI, analytics, and digital tools to improve speed, accuracy, and the customer experience.
People Leadership & Culture:
- Lead, coach, and develop Auto Claims leaders and team members, creating a high performing, highly engaged remote organization.
- Establish clear expectations for claims handling behaviors, customer empathy, cycle time, quality, and escalation decisions.
- Build robust talent pipelines and career paths, promoting a culture of accountability, inclusion, and continuous improvement.
Mercury Insurance
Mercury Insurance provides personal auto, homeowners, renters, and other insurance products to help people manage risk. The company operates as a collaborative team across the United States, emphasizing professional growth, work-life balance, and an inclusive culture that values diverse perspectives.