Group Claims Team Leader (Workplace Solutions) - Remote

Location: Various Locations
Work Type: Full Time Regular
Job No: 500447
Categories: Customer Service, Leadership, Claims/Claims Processing, Remote Work
Application Closes: Closes Jul 6, 2022

Leads and supports team functions involving a high level of product complexity and financial risk within the Claims department. Oversees performance of associates and execution of department, division and Company initiatives to improve business processes and foster profitable growth. Responsible for the monitoring and coaching of subordinate staff to ensure performance expectations are met. Participates in short and long term planning and assists with planning. Participates in departmental initiatives utilizing change management techniques and concepts. Demonstrates understanding and ability to practice Lean concepts and techniques.


  • Plans, organizes, staffs, leads and controls activities pertaining to the Claims department to include: planning projects, team budget; interviewing, selecting and training staff; monitoring and appraising performance of associates ensuring accountability for service delivery and outcomes. Responsible for human resource management, coaching and motivating associates, administering disciplinary action as appropriate, administering compensation decisions for associates and ensuring that the department complies with affirmative action guidelines.
  • Monitors work progress and performance using service operational metrics and observations of staff to ensure and maintain the quality, quantity and time service of work produced by the department within established standards. Develops, implements and monitors quality assurance processes. Prepares and provides reports to management documenting the business results of the department.
  • Reviews department reports and corrects discrepancies to avoid reporting errors. Schedules and coordinates management of peak volumes and need-driven staff allocations. Collaborates with supporting departments to resolve any service delivery, system, and/or quality issues. Utilizing appropriate business judgment and sound customer service skills, provides effective support to internal stakeholders and/or external customers. May delegate productivity, quality and/or time service monitoring functions to associates as appropriate and provides necessary oversight to the execution of these functions. Continuously reviews processes and implements change to eliminate waste.
  • Remains current on pertinent federal and state legislation affecting business processing and claims handling. Ensures all departmental activities support the division's effort to meet or exceed corporate policies, procedures, and/or directives while meeting or exceeding expense management objectives. Assesses and analyzes any areas of procedural non-compliance, modifies and/or enhances existing processes, and initiates corrective actions where appropriate. Leads and/or participates in cross-functional work groups that analyze, develop and implement processes, procedures and activities that enhance corporate profitability, efficiency and/or quality. Leads the development of short range business plans and budgets. Leads and/or participates in the planning and execution of organizational initiatives.
  • Effectively represents the Claims department as a subject matter expert within and outside of the division/operation. Interacts frequently with key external customer and internal stakeholders. Effectively handles escalated issues for team.
  • Proficient problem resolution skills. Exercises appropriate discretion in formulating and implementing department business decisions. Works with the Law Division on any legal matters, and may participate in claim depositions or trials. Reviews, analyzes and takes appropriate action to resolve claims issues, attorney inquiries.
  • Partners with Learning and Development to establish effective training programs.
  • Develops and demonstrates strong leadership skills in the areas of talent, tactical and strategic vision.


  • You help promote a culture of diversity and inclusion within the department and the larger organization. You value different ideas and opinions. You listen courageously and remain curious in all that you do.
  • You are able to work remotely and have access to high-speed internet.
  • Must be located in United States or Puerto Rico
  • Bachelor's degree or equivalent industry experience.
  • Effective management skills, strong leadership, analytical, decision-making, communication and human relations skills.
  • Proven effectiveness in managing in a service environment.
  • Ability to effectively plan, organize and manage multiple projects and activities.
  • Sound and independent judgement and the ability to think and conceptualize beyond existing barriers, methods and practices.
  • Experience in project management with an understanding of project management methodologies and tools.
  • Ability to work effectively in a fast-paced dynamic environment.
  • Understanding of corporate policies, philosophies and objectives.
  • Seasoned insurance background with a thorough understanding of life, health, pension, annuity products, agency systems and supplemental distribution sales.
  • Creativity and resilience.
  • Knowledge of business processing functions including systems technology, and related federal and state regulations.
  • Personal computer operation and skills in various software applications including word processing, spreadsheet, electronic mail and presentation.


  • PTD experience
  • STD/LTD experience


  • A diverse workplace where associates feel a sense of belonging. To learn more about our commitment of Diversity, Equity and Inclusion, please visit our website
  • An organization that feels like a small, close-knit community and has the strength of a Fortune 300 company.
  • Tuition reimbursement, training and career development.
  • Comprehensive benefits plan that includes medical, dental, vision, disability and life insurance.
  • Flexible spending accounts for healthcare and childcare needs.
  • 401(k) plan with a 2% company contribution and 6% company match.
  • Competitive pay with an opportunity for incentives for all associates.
  • Flexible work schedules with a healthy amount of paid time off.
  • For more information regarding available benefits, please visit our Career Site.
  • Salary Range: Minimum: $63,900 MidPoint: $83,075 Maximum: $102,250
  • Pay commensurate with experience.
  • Recognized as a certified Great Place to Work®.


Mutual of Omaha serves more than 4.8 million individual product customers and 39,000 employer groups. Our legacy of stability creates an environment where every associate is encouraged to experiment, innovate and grow in their own unique career path.

From day one, you’ll have the tools to be your best self at work. Here you’ll do meaningful work and your talents will have a positive impact on peoples’ lives as we help our customers protect what they care about and achieve their financial goals.

Each associate is a unique contributor to creating a diverse, dynamic, thriving and inclusive workplace. We want you to become engaged … feel a sense of belonging … and contribute to the company’s exceptional future.

We are committed to optimizing flexible work. We support a full range of work approaches: fully remote, hybrid and in-person. Many of our roles are remote. Employees in remote roles may occasionally travel to a Mutual of Omaha office or elsewhere for required meetings or team-building events. Remote employees who are assigned a Mutual of Omaha office location can work on-site on a voluntary basis, subject to local and company COVID-19 guidelines.

Join forces with a company that can AMPLIFY YOUR STRENGTHS AND EMPOWER YOUR CAREER.

For inquiries about the position or application process, contact our HR Helpline at 1-800-365-1405.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at 1-800-780-0304. We are available Monday through Friday 7 am to 4:30 pm CST we will reply within 24 hours.

Mutual of Omaha and its affiliates are an Equal Opportunity /Affirmative Action Employer. Qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

To All Recruitment Agencies: We do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.