Job Description

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Role Summary \xe2\x80\x93 What you\xe2\x80\x99ll accomplish as an VP, Pets Best Claims Operations Leader:

You will be responsible for leading the Claims Processing and Claims Data functions through the daily management of team members, driving metrics for claims volume as well as quality. Additionally, you will partner with Claims Strategy to create a roadmap for success in meeting our service level agreements through process enhancements and innovation, while keeping our policyholders and insurance compliance top of mind. As a leader on the Pets Best team, you will help the overall team continue to build our culture, enhance our process, and transform the way we operate.

We\xe2\x80\x99re proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

What You\xe2\x80\x99ll Do:

Act as Owners:

Execute to key metrics that align with desired business results(claims settlement turnaround, quality, overall efficiencies).

Lead process changes necessary for smooth flow of claims among the team.

Set clear expectations for performance metrics to all team members.

Use data to identify emerging trends or issues.

Work closely with Claims Strategy to ensure appropriate staffing, enhance processes for efficiency, and adhere to compliance with insurance laws and regulations.

Work with Quality Assurance team to identify areas of development and help provide training and resources needed to meet metrics.

Partner with Training team to assess and improve knowledge management tools and training effectiveness.

Champion Policyholders:

Ensure claims team understands and can interpret policies and make claims decisions quickly and accurately.

Partner with the Appeals and Denial team to ensure timely processing of all appeals and ensure decisions are effectively and concisely communicated to our policyholders.

Assist claims team with complex claims issues and questions to ensure accurate claims determinations are made.

Work closely with Customer Care team to streamline processes, ensure effective communication, and enhance collaboration between departments.

Help lead innovation in areas of data entry, pre-existing condition determination, and claims automation to drive improvements in straight through processing and overall claims processing efficiency

Relate and Inspire:

Act as a servant leader to , providing mentorship and inspiration through relationship building, trust, and respect.

Identify development areas for the team, collaborating with others to drive toward their personal career goals.

Create a program to provide educational and engagement opportunities for employees.

Partner with Front Line Managers to motivate and coach employees to ensure their success.

Drive a Great Place to Work culture which fosters our commitment to listening to our employees, caring for our people, building a new leadership model and advancing equity, diversity and inclusion.

Lead a team of >100 Claims Processors distributed across 8 domestic hubs (hybrid and remote).

Elevate Every Day:

Monitor claims queue for any bottlenecks and make necessary adjustments when needed.

Proactively monitor Claims turnaround times and create an escalation process with 2nd line for review of defects and/or potential issues.

Work closely with Claims Strategy to establish daily targets and management of claims queues.

Continue to evaluate best cost country servicing strategies.

Partner with Insurance Products, Analytics and Workforce Planning teams to enhance real-time and scheduled reporting that supports processing specialization and optimization.

Support and perform other duties and/or special projects as assigned.

Qualifications / Requirements you\xe2\x80\x99ll need to succeed:

Bachelor\'s Degree and 5+ years of experience performance coaching or, in lieu of a degree, 10+ years of leadership experience.

Minimum 7 years of pet insurance claims experience.

2+ years of experience leading leaders (at least once removed from frontline contributors).

Led a team of over 100 (hybrid and/or remote)

Current Property & Casualty Adjusters License or able to obtain one within 9 months of employment.

Travel up to 15% of the time.

Desired Characteristics you will have that will delight us:

Innovative, creative, curious \xe2\x80\x93 What ideas can we explore that are radical and transformative, yet align with our goals?

Ability to work both autonomously and with others to drive business results \xe2\x80\x93 We want to hear about how you make decisions and how you solved a complex problem.

Self-motivated \xe2\x80\x93 Share goals you have set for yourself in the past and how you\xe2\x80\x99ve accomplished them.

Exercise time and priority management \xe2\x80\x93 Talk through your experience in dealing with significant and diverse work demands.

Adept communicator \xe2\x80\x93 Reflect on a time where you had to use communication skills to gain buy-in and consensus.

Comfortable working in a fast paced, ever-changing environment \xe2\x80\x93 Tell us about how you juggle competing priorities.

Strong analytical/technical skills: data, organization business writing, presentation, and facilitation \xe2\x80\x93 Tell us how you run your business and stay on top of deliverables.

Ability to lead and motivate others \xe2\x80\x93 Tell us how you inspire others to deliver their personal best in a remote world.

Strong understanding of both sides of the business (front-line employee perspective and managers perspective).

Professional background working in veterinary medicine or animal health.

Grade/Level: 12

The salary range for this position is 110,000.00 - 185,000.00 USD Annual

Salaries are adjusted according to market in CA and Metro NY and some positions are bonus eligible.

Eligibility Requirements:

You must be 18 years or older

You must have a high school diploma or equivalent

You must be willing to take a drug test and submit to a background investigation as part of the onboarding process

You must be able to satisfy the requirements of Section 1033(E) Of the Violent Crime Control and Law Enforcement Act Of 1994

New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months\xe2\x80\x99 time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 24 months\xe2\x80\x99 time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don\xe2\x80\x99t meet the time in position or performance expectations).

Our Commitment:

When you join us, you\xe2\x80\x99ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard\xe2\x80\x94but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we\xe2\x80\x99re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 , with more than 60% of our workforce engaged, you\xe2\x80\x99ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am \xe2\x80\x93 5pm Monday to Friday, Central Standard Time.

Job Family Group: Customer Service Operations

Synchrony