Director - Claims Resolution

A Director - Claims Resolution at WTW serves as a resource for clients, applying their claim expertise to positively influence claim outcomes and insurance recoveries for those clients. The successful candidate will be responsible for the quality and consistency of all claim services they deliver to their clients. They will directly handle clients and may lead others in doing so. They partner with our regional business and industry/Specialty leadership to provide growth support, innovation, and to ensure execution of our business strategy.

Note: visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

This is a national role, with a focus on the Mid-Western and Western US. The Director - Claims Resolution will be responsible for the oversight, direction, and overall management of claim activity for assigned clients. Key duties/responsibilities include, without limitation, the following:

• General:

  • Assist in the management of casualty/liability claims (GL, Auto, Product, and Umb/XS Liability essential, EL, Professional/Med-Mal and Environmental liability helpful)
  • Analyze coverage considering relevant facts and contractual issues, as well as carrier response to same to ensure understanding and proper application of coverage
  • Document and communicate claim activity to clients timely and effectively
  • Seek to influence appropriate settlement authority and maximize insurance recovery for clients
  • Partner with client’s internal and external counsel in setting and pursuing effective and cost-efficient litigation strategies for claims in litigation
  • Oversee the authorization of and issuance of indemnity and expense payments by carriers
  • Prepare dashboard and other reports regarding claim analytics
  • Manage, organize, and retain insurance claims records (electronic files), submissions and other correspondence
  • Liaise between internal team members, insurance carriers, and defense counsel to support the daily administration of claims arising from various insurance programs
  • Address and resolve requests for information by responding timely and efficiently
  • Meet Willis Claims Service Standards
  • Utilize the Willis Claims Engagement & Escalation Process
  • Travel may be required
     

• Leadership

  • Promote and foster WTW culture and values
  • Manage the appropriate level of resources across the assigned territory
  • Maintain relationships with all major internal and external partners
  • Coordinate the assignment of service requests by other WTW partners
  • Participate in meetings and provide ideas and strategies that strengthen the practice
  • Be a strong external presence with speaking engagements, articles, and associations
  • Provide informal assistance such as technical guidance, and/or training to coworkers
  • Lead project teams and/or plan and supervise assignments of less senior employees

• Technical:

  • Ensure quality and consistency in executing high level claim services to our clients
  • Engage our global network of professionals as needed
  • Appropriate utilization of all systems as required
  • Work with others as necessary to continually improve quality and innovation
  • Monitor the performance of vendor partner’s services
  • Directly handle complex cases and special requests from field
  • Directly handle key clients as primary claim resource
  • Keep current on emerging claim issues and trends

• Growth and Retention:

  • Support new business with sales presentations and RFP responses
  • Participate in strategic large client team meetings as required
  • Manage the quality and appropriateness of client service agreements
  • Regularly meet with WTW brokerage executives to ensure delivery alignment
  • Maintain direct relationships with key clients