• Manages the daily activities, procedures, and financial transactions of the California Claim Operations Team • Assigns, coordinates, and reviews the work activities of associates • Monitors and controls team quality, productivity and workflow using management controls and reports • Makes recommendations to senior leadership based on observations • Enforces policies and procedures to ensure the team successfully supports all internal and external business partners • Conducts audits and assesses associate work product as appropriate • Proactively and consistently provides team status reports to senior leadership • Effectively onboards new team members; collaborates closely with associates to ensure success • Ensures employees have adequate training and are utilizing the most current department policies and procedures • Builds high-level system knowledge to instruct associates on processing workflows and automated systems to include Microsoft Office, ClaimConnect, ClaimCenter, OpsNow, Maven, DocEx, Cognos, and others as necessary • Facilitates implementation of company programs and procedures related to claim operations, encouraging and motivating through change management processes • Ensures the team meets performance targets; identifies lower performing associates and offers additional support or training • Manages associate work schedules to ensure business continuity and team coverage • Meets regularly with team members to discuss results, challenges, opportunities for improvement, productivity, and to obtain general feedback • Monitors shared mailboxes for volume, productivity, completion, and accuracy • Evaluates direct reports regarding talent selection, development, and performance management • Reviews and analyzes reports for productivity and capacity results; identifies actionable systemic issues or trends; amends data as needed • Projects positive image of the organization to team members, as well as internal and external business partners • Demonstrates an elevated level of emotional intelligence and superior diplomacy skills; interacts positively and effectively with business partners to share or convey information in response to issues, inquiries, and escalations • Escalates issues to senior leadership as needed • Demonstrates excellent verbal and written communication skills • Communicates and explains new policies, procedures, or directives to associates; providing 1:1 training as needed • Conducts timely, constructive performance evaluations • Ensures that the team meets performance targets • Ensures the team complies with company and regulatory guidelines • Self-motivated; under limited supervision works proficiently, productively, and remains timely • Maintains a professional demeanor in all situations • Performs other duties as assigned • May lead special projects