Manager – Claims Operations

The Company  

Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with speed, ease and convenience that is unparalleled, even online. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working and playing remarkable - giving us back our most valuable asset, time. 

The Role 

Metropolis is looking for a Manager, Claims Operations to lead and enhance the claims management processes within the organization, focusing on industries such as insurance, healthcare, or other sectors where claims are a key business function. Below is an outline of the role, key responsibilities, required skills, and qualifications for this position:

Key Responsibilities:

1. Claims Process Management:
• Oversee the end-to-end process of claims handling, ensuring that claims are processed accurately, efficiently, and in compliance with company policies and industry regulations.
• Monitor and optimize workflows to improve processing times, customer satisfaction, and cost control.
2. Team Leadership:
• Lead and mentor a team of claims professionals (e.g., claims adjusters, analysts, and support staff).
• Provide guidance on handling complex claims or escalated issues and foster a culture of continuous improvement.
• Set performance goals, conduct regular performance reviews, and support training and development.
3. Claims Quality Assurance:
• Implement quality assurance protocols to ensure that claims are handled in accordance with company standards and legal/regulatory requirements.
• Conduct audits and assessments of claims to identify areas for improvement and ensure compliance with industry best practices.
4. Customer Interaction & Resolution:
• Handle customer escalations related to claims, ensuring resolution in a timely, effective, and empathetic manner.
• Work closely with customer service teams to ensure smooth communication and customer satisfaction regarding claims outcomes.
5. Data Analysis & Reporting:
• Use data analytics to track key performance indicators (KPIs) like claims resolution times, claims accuracy, and customer satisfaction.
• Prepare and present regular reports to senior management regarding claims performance, trends, and areas for improvement.
6. Process Improvement & Innovation:
• Identify and implement process improvements to streamline claims handling, reduce costs, and enhance efficiency.
• Keep up-to-date with industry trends, technologies, and regulatory changes that may impact claims operations.
7. Cross-Department Collaboration:
• Collaborate with other departments such as underwriting, legal, finance, and compliance to resolve claims-related issues and ensure alignment across functions.
• Work closely with IT teams to ensure claims management systems are functioning optimally and may be involved in upgrading or implementing new claims technologies.
8. Regulatory Compliance:
• Ensure that the claims process adheres to all relevant local, state, and federal regulations (e.g., HIPAA, GDPR, etc.) and company policies.
• Manage audits and provide necessary documentation during compliance reviews.

Skills and Qualifications:

• Leadership Skills: Strong ability to lead, motivate, and develop a high-performing team.
• Claims Expertise: In-depth knowledge of the specific claims processes, policies, and regulations related to the industry (e.g., insurance, healthcare, workers’ compensation).
• Problem-Solving: Ability to resolve complex claims issues, balance customer needs with company policies, and make decisions that are both fair and in compliance with regulations.
• Analytical Skills: Proficient in analyzing claims data and performance metrics to drive decisions and process improvements.
• Communication Skills: Excellent verbal and written communication skills to interact with customers, employees, senior management, and external stakeholders.
• Attention to Detail: Strong focus on accuracy and compliance in claims processing.
• Project Management: Ability to manage multiple projects, initiatives, and deadlines simultaneously.
• Technological Proficiency: Familiarity with claims management software and tools (e.g., Guidewire, Xactware, or proprietary systems). Knowledge of automation and AI-based solutions can be a plus.
• Education: A bachelor’s degree in business, management, or a related field is typically required. Some employers may also value industry-specific certifications such as CPCU (Chartered Property Casualty Underwriter) or AIC (Associate in Claims).

Experience:

• Typically, employers seek candidates with 5+ years of experience in claims processing or claims management, including at least 2 years in a supervisory or managerial capacity.
• Industry-specific experience (e.g., health insurance, property and casualty, auto insurance) may be a prerequisite.