Director, Claims Triage

About this role

Company Argo Group Argo Group is an underwriter of specialty insurance products in the property and casualty market. Argo offers a full line of products and services designed to meet the unique coverage and claims-handling needs of businesses. The Argo entities are wholly-owned subsidiaries of Clearbrook Group Holdings Inc.

Job Description

Business Title(s): Director, Claims Triage Employment Type: Full-Time FLSA Status: Exempt Location: In-Office   Summary: We are looking for a highly capable Claims Triage Director to join our Claims team and work from either our Richmond, VA or Omaha, NE offices.  Alternatively, we can also fill this role in our offices in Albany, NY, Chicago, IL, Los Angeles, CA, Houston, TX, or New York, NY. The Director, Claims Triage leads a nationwide triage operation, managing a fast-paced team responsible for the time sensitive intake and accurate routing of workers’ compensation, liability, and property claims. This role drives a best‑in‑class triage model by setting performance metrics, improving processes and technology, and partnering with Claims leadership to ensure efficiency, compliance, and achievement of business goals. This role drives continuous improvement through initiatives involving the employees, processes and technology. The successful candidate will lead the implementation of a Large Language Model (LLM) that will transform the way this team performs its work. The Director also oversees budgeting, talent development, and stakeholder relationships to maintain a high‑performing, customer‑focused team.

This is a 100% in-office position. Candidates must be able to work on-site at a designated company office during standard business hours.

Essential Responsibilities: • Manage a team of 3 Senior Triage Specialists along with a Triage Team Lead who manages a team of 4 Triage specialists who are responsible for claim intake, assignment, and preliminary information gathering and decision making. This team has accountability for internal and external customers throughout the U.S. Therefore, the hours of operations for the Department are 7 am – 7pm, Eastern Time, which may sometimes require a presence in the office during non-standard office hours.  Currently the Department triages claims for workers’ compensation, liability, inland marine, and property claims for both the United States and Bermuda.

• Establish, refine and evolve best-in-class Triage claim management program operating characteristics, measurement criteria, and meaningful metrics benchmarking.

• Drive continuous improvement through initiatives involving the employees, processes and technology. Lead the implementation of a Large Language Model (LLM) that will transform the way this team performs its work.

• Working with the SVP - Global Claims Operations partner with key Claims Management to develop plans aimed at achieving efficiencies so that incoming claims are triaged correctly and quickly assigned to the appropriate department and the Triage department can meet its Critical Success Goals and the Company can meet both growth and profitability targets.

• Creates and maintains a positive working relationship with all direct reports, peers, and other claims department managers to ensure the Triage Department operations adds value and meets or exceeds the needs of internal stakeholders and are compliant with set expectations.

• Manage expenditures for the Triage Department to budget / plan.

• Support the professional claims selection process to retain claims professionals that consistently demonstrate appropriate technical expertise, maturity and a professional commitment to excellence and customer service.

• Conduct Development Reviews and engage direct reports in developmental and skill building opportunities.

• Train and mentor staff.

• Act as a role model demonstrating belief in, and commitment to, the aspiration values of Argo Group, continuing to build and lead a value-based organization committed to long-term success.  

Qualifications / Experience Required: • Proven people management experience, an advanced knowledge of triage claims and process improvement, and an exceptional customer service focus, typically obtained through: • Minimum 7 years claims operations experience, including 4 years in a People Leadership capacity.  Prior experience as a claims adjuster is helpful.

• Bachelor’s degree required, or four additional years of claims operations experience in addition to the 7 mentioned above.

• Six Sigman Black Belt certification strongly preferred.

• A combination of experience, technical and strategic skills, and practical know-how to oversee the design, building, and manage an AI system based on LLM that is reliable, adaptable, and works well.

• Experience setting up processes for tracking AI performance, analyzing errors, and using feedback to continuously improve the quality and reliability.

• Ability to create structured and clear prompts to guide the AI model to deliver accurate and reliable results.

• Must have good business acumen (i.e. understand how an insurance company works and makes money, including how this role impacts both Argo Group’s and our customers’ ability to be profitable) .

• Proven leadership capabilities with a sound influence in dealing with challenging situations.

• Independent decision maker – takes full responsibility for making decisions and consequences associated with decisions.

• Recognized as a leader within the organization that provides advice and guidance to others.

• Polished and professional written and verbal communication skills with the ability to build consensus both internally and externally.  The ability to read and write English fluently is required.

• Strong customer service focus

• Strong analytical and presentation skills

• A strong focus on execution in getting things done right.  Proven ability to consistently produce and deliver expected results to all stakeholders by: • Finding a way to achieve suc

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