Claims Relationship Manager

The Claims Supplier Management (CSM) Team is part of the Claims Solutions organization and is accountable for Supplier Performance, Contract, Financial, Risk, and Relationship Management oversight. Reporting to a Director of CSM, the Claims Relationship Manager is responsible for overseeing supplier management activities, including governance, consulting, performance trend analysis, issue management, Corrective Action Plans (CAPs), and process improvement initiatives for all assigned vendors in support of Claims Operations.

The Claims Relationship Manager will lead collaboration with Claims business owners, process owners, and other key stakeholders to develop, implement, coordinate, and manage multiple supplier contracts. These contracts may vary in scope and complexity, ranging from moderate to high risk.

Scope & Impact

The CSM function provides significant visibility and delivers meaningful operational and financial impact across the entire line of business. This role plays a critical part in influencing supplier performance, behaviors, and outcomes.
The total dollar scope across all Claims lines of business exceeds $1 billion annually, encompassing both indemnity and expense spend.

Work Arrangements

This role may be Hybrid or Remote.

• Candidates located near one of our office locations (Hartford, CT; San Antonio, TX; Lake Mary, FL; Phoenix, AZ; Naperville, IL) will be expected to work onsite three days per week (Tuesday–Thursday).
• Candidates not located near an office will have a remote work arrangement, with the expectation of onsite presence as business needs arise.

Key Responsibilities

• Execute and/or oversee supplier management and governance activities to ensure performance, contractual, financial, risk, and relationship objectives are met in partnership with THIP, BRO, and Enterprise Risk Management (ERM)
• Collaborate with internal partners (Procurement, Legal, and Compliance) to maintain knowledge of applicable laws and regulations related to contracting practices
• Interpret and analyze data, identify trends, and generate reports using internal and external sources (e.g., Audit, CLI, ECOS, RAD)
• Lead cross-functional stakeholder teams (Claims, Procurement, Legal, and other support groups) to gather insights, collect data, and facilitate stewardship and performance meetings
• Provide financial oversight, including invoice validation and service credit monitoring
• Champion the customer experience and continuously drive efficiency improvements within CSM
• Conduct root cause analysis to identify process gaps and recommend improvement opportunities

Qualifications

• Experience in Workers’ Compensation Claims and/or supplier management
• Advanced strategic, analytical, critical-thinking, decision-making, and problem-solving skills
• Strong background in business requirements development, leadership, customer focus, process knowledge, communication, data analysis, financial acumen, and project management
• Foundational knowledge of Artificial Intelligence
• High energy level with a strong drive for results
• B.A./B.S. degree preferred
• Ability to travel on a limited basis, as required