Leads end-to-end financial services claims operations, overseeing workflow, staffing, service levels, quality, compliance, risk controls, and customer outcomes. Manages geographically dispersed leaders and claims teams, develops talent, handles escalations, partners with clients and internal stakeholders, and drives process improvements. Uses operational reporting and trend analysis to improve performance while evaluating automation, AI, and digital tools within regulatory and data-protection requirements.

Investigates and resolves executive-level customer escalations across written, social media, regulatory, and legal channels. The role manages multiple cases, analyzes risk, proposes settlements, drafts correspondence, tracks escalation data, produces reports, and communicates with internal and external stakeholders. It also identifies process improvements and supports customer experience initiatives. An ACA license must be acquired and maintained, and the schedule includes a mandatory Saturday shift after training.

Senior commercial leader responsible for sourcing, shaping, negotiating, and closing net-new Financial Services partnerships. Owns full deal lifecycle from target identification and executive outreach through solution design, commercial structuring, negotiation, contracting, and close, partnering with Finance, Legal, Product, Operations and LOB leaders. Builds pipeline in Salesforce, drives cross-functional execution, and delivers measurable revenue and EBITDA from multiyear client agreements.