Head of Strategic Claims Ops
MSIG USA continues to grow! Company Overview: MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks. Director, Claims Strategy & Operations Position Summary The Director, Claims Strategy & Operations will play a key role in supporting the modernization and transformation of the Claims organization. This position will lead strategic operational initiatives focused on subrogation optimization, claims governance and procedure modernization, and vendor management oversight. The role will partner closely with Claims leadership to establish scalable processes, improve operational effectiveness, enhance recoveries, strengthen vendor governance, and support a modernized claims operating model aligned with the organization’s future-state vision. This individual will serve as both a strategic partner and hands-on operational leader, helping drive consistency, accountability, and continuous improvement across the Claims function.
Key Responsibilities
Subrogation Strategy & Program Development - Design and implement a comprehensive subrogation operating model across the Claims organization. - Evaluate current subrogation practices, identify recovery opportunities, and establish standardized processes and governance. - Partner with claims leadership, legal, finance, and external partners to improve recovery outcomes and reporting capabilities. - Develop KPIs, dashboards, and operational metrics to monitor subrogation effectiveness and financial performance. - Identify opportunities for automation, workflow optimization, and technology enhancements related to subrogation activities. Claims Governance & Procedure Modernization - Lead the review, modernization, and ongoing governance of Claims guidelines, procedures, and operational documentation. - Update and standardize legacy claims handling documentation currently spanning multiple business units and time periods. - Ensure claims procedures align with current regulatory requirements, operational expectations, best practices, and organizational strategy. - Establish a framework for ongoing document governance, version control, and periodic review cycles. - Partner with training and leadership teams to support implementation and adoption of updated procedures and standards. Vendor & Third-Party Management - Support oversight and optimization of the Claims vendor management program and panel strategy. - Assist in evaluating vendor performance, service delivery, compliance, SLAs, and operational effectiveness. - Partner with procurement, legal, compliance, and claims leadership on vendor selection, governance, and contract management processes. - Develop scorecards, reporting, and performance management processes for external vendors and partners. - Identify opportunities to improve vendor utilization, cost management, and operational efficiency. Operational Transformation & Continuous Improvement - Support broader Claims transformation initiatives focused on operational excellence, modernization, and scalability. - Identify process improvement opportunities and recommend operational enhancements across claims workflows. - Partner cross-functionally with Technology, Data & Analytics, Compliance, Legal, and Operations teams on strategic initiatives. - Assist with change management, communication, and implementation planning associated with operational changes. - Foster a culture of continuous improvement, accountability, and customer-focused service delivery. Qualifications - Bachelor’s degree required; advanced degree or industry designations preferred. - 8+ years of progressive experience in Claims operations, claims strategy, claims governance, or operational leadership within the insurance industry. - Strong understanding of property & casualty claims operations, claims workflows, and subrogation processes. - Experience leading operational transformation, process improvement, or governance initiatives. - Demonstrated experience with vendor management and third-party oversight. - Strong analytical, organizational, and project management skills. - Ability to influence across functions and work effectively with senior leadership. - Excellent written and verbal communication skills. - Experience with claims systems, reporting, and operational metrics preferred. Preferred Characteristics - Strategic thinker with strong execution capabilities. - Ability to operate effectively in a changing and evolving environment. - Strong collaboration and relationship management skills. - Continuous improvement mindset with focus on operational excellence. - Comfortable balancing strategic initiatives with hands-on operational work. It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group! It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities. Apply To This Job