<p>Our Claims team is seeking a Director of Shared Services to join the growing team in the Worcester, MA or Howell, MI area. This is a full time, exempt role. This is a hybrid opportunity.</p> <p>POSITION OVERVIEW:</p> <p>The Director of Claims Shared Services is a strategic leader responsible for transforming the First Notice of Loss (FNOL) function into a modern, future-ready operation. This role oversees daily FNOL and call center operations, ensuring efficient resource management, workflow optimization, and service excellence across all lines of business. The director drives innovation through process modernization and alternative sourcing strategies, including partnerships with alternative sourcing providers.</p> <p>This position plays a critical role in aligning operational performance with organizational goals by analyzing key metrics, managing financial activity, and championing continuous improvement initiatives. The director fosters strong relationships with internal and external stakeholders, serves as a subject matter expert, and contributes to enterprise-wide initiatives that support claims transformation and financial performance.</p> <p>In addition to operational leadership, the director is accountable for talent strategy - making key hiring decisions, managing performance, and developing high-potential leaders through coaching, mentoring, and professional development programs. The role also ensures compliance with HR policies, participates in employee relations matters, and leads performance management efforts to build and sustain a high performing, engaged workforce.</p> <p>IN THIS ROLE, YOU WILL:</p> <ul> <li>Lead the transformation of the First Notice of Loss (FNOL) function into a future-ready operation by modernizing processes, implementing alternative sourcing strategies </li><li>Provide daily leadership and oversight of FNOL and call center operations, ensuring optimal resource allocation, efficient workflow management, and adherence to service standards across all lines of business. </li><li>Direct and monitor operational performance by analyzing key metrics, financial </li><li>reports, and service outcomes to drive data-informed decisions and reinforce organizational goals. </li><li>Champion continuous improvement by identifying opportunities for process optimization, cost reduction, and service quality enhancements through innovative solutions and best practices. </li><li>Lead and contribute to enterprise-wide initiatives that support claims transformation, operational excellence, and financial performance targets. </li><li>Make strategic hiring decisions for Unit Manager roles within the operation, ensuring alignment with organizational needs and leadership expectations. </li><li>Monitor claim volumes and business forecasts to make timely, data-driven staffing recommendations within established workforce models. </li><li>Identify and cultivate leadership potential by providing coaching, mentoring, and tailored development opportunities to team members. </li></ul> <p>WHAT YOU NEED TO APPLY:</p> <ul> <li>Bachelor's degree or associate degree with equivalent work experience required. </li><li>Experience leading a call center operation. </li><li>5+ years of progressive leadership experience, optimally within an insurance and or claims operation. </li><li>Experience managing and building strong partnerships with alternative sourcing partnerships and external vendors. </li><li>Strong understanding of call center operations and technical expertise, with the ability to align operational support functions to business needs. </li><li>Experience with vendor management partnerships. </li><li>Strong analytical and problem-solving skills to review budgets, assess financial performance, identify operational trends, and deliver actionable insights to senior leadership; actively contribute to strategic planning and enterprise-wide leadership initiatives. </li><li>Strong organizational and time management skills, with the ability to manage multiple priorities and adapt to shifting demands. </li></ul>