The Claims Assistant Manager is a key operational leader responsible for overseeing daily claims operations, employee performance, workload management, and customer service delivery across multiple lines of business. This role leads, coaches, and develops a team of claims associates while ensuring productivity, quality, service level, and compliance expectations are consistently achieved.

The Assistant Manager serves as a primary escalation point for complex claims and customer concerns, drives operational efficiency through data-driven decision making, and partners with Quality, Training, and cross-functional teams to strengthen execution and improve outcomes.

The ideal candidate is adaptable, resilient, analytical, and comfortable, leading through change in a fast-paced, metrics-driven environment while fostering a culture of accountability, collaboration, and continuous improvement. 

Minimum Qualifications:

• High School diploma or equivalent required.

• Bachelor’s degree or equivalent work experience preferred.

• 3–5 years of experience in claims, customer service, or operations.

• 2+ year of direct team leadership experience preferred.

• Experience working in a production, queue-based, or SLA-driven environment.

• Experience utilizing operational metrics and reporting to drive performance improvements.

Primary Job Functions:

• Lead, coach, mentor, and support a team of claims associates to achieve operational goals and support professional development.
• Monitor daily workflows, productivity, quality, service levels, and staffing coverage to ensure operational expectations are consistently met.
• Make real-time operational decisions to balance workload across multiple priorities, including claims processing, phone support, administrative functions, and special projects.
• Serve as a primary escalation point for complex claims, customer concerns, and associate issues, ensuring timely resolution and effective communication.
• Analyze operational trends, workload demands, and performance metrics to identify opportunities for improvement and implement corrective actions.
• Partner with Quality Assurance, Training, and leadership teams to reinforce standards, close knowledge gaps, and improve team performance.
• Support onboarding, training, and ongoing development of associates to ensure successful performance and career growth.

• Conduct coaching sessions, performance discussions, and development planning activities to drive engagement and accountability.

• Recommend staffing adjustments, overtime, schedule modifications, and resource allocation strategies based on workload and business demands.

• Lead regular team meetings, huddles, and communications to provide updates, reinforce priorities, and ensure alignment with operational objectives.

• Support continuous improvement initiatives by identifying inefficiencies, streamlining processes, and improving workflow effectiveness.

• Utilize reporting and business data to make informed decisions and support operational planning.

• Encourage and support the adoption of new tools, technologies, and AI-enabled solutions to improve efficiency and service delivery.

• Collaborate with cross-functional departments to ensure alignment on claims handling processes, operational priorities, and customer experience initiatives.

• Ensure work is completed accurately, consistently, and in compliance with company policies, procedures, and regulatory requirements.

• Document performance concerns, staffing changes, operational updates, and business impacts as needed.

• Prepare and communicate operational updates, performance results, and recommendations to leadership.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job.  They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform. 

Skills & Competencies Required:

• Strong leadership, coaching, and employee development skills.
• Ability to drive accountability, establish clear expectations, and improve team performance.
• Strong understanding of claims operations, customer service, and workflow-driven environments.
• Ability to make sound operational decisions in a fast-paced and changing environment.
• Analytical and critical thinking skills with the ability to identify trends and implement effective solutions.
• Experience utilizing performance metrics, productivity data, quality results, and service level reporting to drive decisions.
• Ability to manage multiple priorities while maintaining operational stability and customer satisfaction.
• Strong communication, collaboration, and relationship-building skills across all levels of the organization.
• Demonstrated adaptability and resilience when managing change and evolving business priorities.
• Strong problem-solving mindset focused on execution, continuous improvement, and operational excellence.
• Interest in learning and leveraging emerging technologies, automation, and AI-enabled tools to improve operational effectiveness.
• Ability to remain hands-on in daily operations while balancing leadership responsibilities.

Additional Information:

• Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.
• Fortegra is not accepting unsolicited resumes from search firms for this position.
• Internal Notice: As part of our commitment to talent development, this position is open for internal promotion applications at the time of public posting.