Operations Division Leader

Make an impact where accuracy, judgment, and strong controls protect customers and the firm. Join a team that values thoughtful leadership, continuous improvement, and partnership across functions. You’ll help shape how complex claims work is delivered—efficiently, consistently, and with high quality.

As an Operations leader, bankruptcy and probate claims in Claims operations, you will lead daily execution, strengthen the risk and control environment, and drive continuous improvement across bankruptcy proof of claim and probate claims activities. You will coach and develop a team, ensure timely and accurate delivery against service expectations, and partner closely with external law firms and internal stakeholders to resolve exceptions, manage operational risk, and improve processes.

Job responsibilities

• Lead, coach, and develop a team to achieve customer, quality, and operational objectives.
• Manage daily workflows, staffing, assignments, and priorities to ensure work is completed within established service-level agreements.
• Set clear performance expectations and provide regular feedback, recognition, and corrective coaching.
• Monitor key performance indicators, management reports, quality results, and operational trends to identify improvement opportunities.
• Facilitate regular team meetings and coaching sessions to communicate priorities, review performance, and support development.
• Resolve escalated customer, employee, or operational issues by coordinating with appropriate partners for timely outcomes.
• Maintain adherence to applicable policies, procedures, regulatory requirements, and risk-management standards.
• Identify process gaps and lead initiatives to improve efficiency, quality, customer experience, and operational controls.
• Partner with cross-functional stakeholders to coordinate work, resolve dependencies, and support business objectives.
• Support talent activities including interviewing, hiring, onboarding, succession planning, and career development.
• Communicate business results, emerging risks, resource needs, and recommended actions to senior management and stakeholders.

Required qualifications, capabilities, and skills

• Demonstrated experience leading employees, projects, workflows, or business initiatives.
• Strong coaching, team-building, and employee development skills.
• Effective written and verbal communication skills, including communicating with employees, customers, and senior leaders.
• Proven ability to manage competing priorities, organize work, and meet deadlines in a fast-paced environment.
• Strong analytical and problem-solving skills, including identifying root causes and implementing sustainable solutions.
• Working knowledge of operational risk, internal controls, quality assurance, and compliance requirements.
• Ability to use performance metrics and business data to evaluate results and make informed management decisions.

Preferred qualifications, capabilities, and skills

• Previous formal people-management or supervisory experience.
• Experience supporting bankruptcy and/or probate claims in banking, financial services, operations, customer service, or another regulated industry.
• Advanced knowledge of relevant products, processes, systems, or services aligned to the team’s scope.
• Experience managing performance processes, including coaching plans, development plans, performance reviews, and corrective actions.
• Demonstrated success leading process improvement, change management, or operational efficiency initiatives.
• Strong relationship-building and influencing skills across multiple departments and levels of management.
• Experience leading teams through the adoption and utilization of AI-enabled analytics, workflow automation, or intelligent process tools to improve operational efficiency and accuracy, reduce manual effort, and support consistent, well-controlled execution through coaching, change adoption, and continuous improvement.

Additional information

• Visa sponsorship is not available for this position.
• Work schedules will be full-time in office.