Chief Operating Officer, A&H

Crum & Forster Company Overview Since 2000, Crum & Forster’s Accident & Health division (A&H) has offered a diverse portfolio of specialty insurance and reinsurance products nationwide. We place a strong focus on product development and creative distribution methods, along with excellent client service and support. In addition to our robust domestic portfolio, which spans both special risk and medical solutions, A&H works on an international basis through various partnerships. Our global capabilities provide our partners with even broader flexibility in underwriting solutions. The qualities and capabilities of Crum & Forster Accident & Health demonstrate our philosophy of building meaningful, long-term partnerships and our dedication to providing alternative strategies in an ever-changing insurance market. Job Description Information about the Role, Line of Business and Team: The Chief Operating Officer is responsible for translating the Accident & Health strategy into disciplined execution across the enterprise. The role provides enterprise leadership across Claims, Cost Containment, Technology, Data and Operational Excellence, ensuring A&H has the capabilities, infrastructure and service discipline required to scale profitably while delivering a differentiated experience for customers and business partners. Reporting to the President of Accident & Health, the COO is accountable for operational and service performance, including ensuring A&H expenses perform at or better than plan through process simplification, standardization, automation, technology, data and effective claims and cost-containment strategies. Equally important, the COO is accountable for ensuring these functions strengthen the end-to-end customer journey and consistently deliver service at a level that differentiates A&H in the marketplace. The COO partners closely with business unit and functional leaders and maintains a strong external orientation toward customers, distribution partners, administrators and other key relationships. Because the promise at the heart of insurance is the promise to pay claims, this leader sets an exceptionally high bar for claims quality, responsiveness and service. The COO also ensures technology, data and communications make A&H easier to do business with, strengthen client satisfaction and retention, and reinforce the A&H value proposition in the market. What you will do: Operations & Business Performance Lead the operating capabilities required to support A&H’s strategic, growth and financial objectives. Continuously drive expense efficiency while protecting service quality, customer experience and the capabilities required for growth. Drive operational excellence through process simplification, standardization, automation and continuous improvement. Leverage Claims, Cost Containment, Technology and Data to improve operational, financial and customer outcomes. Establish appropriate performance metrics, service levels and operational dashboards. Lead operating reviews and execution governance, identifying risks, dependencies and performance issues requiring executive intervention. Partner with business leaders to ensure operations enable profitable growth, superior service and strong customer and partner outcomes. Build scalable operating capabilities that strengthen the long-term value of A&H. Customer, Partner & Market Experience Own the operating dimensions of the end-to-end customer and business-partner journey, ensuring service delivery is responsive, consistent and differentiated in the market. Build and maintain strong relationships with key customers and partners, actively seeking feedback and translating it into service, process and technology improvements. Ensure claims, technology, data and operational capabilities work together to make A&H easy to do business with and to strengthen satisfaction, retention and long-term partnerships. Partner with business development, distribution and marketing leaders to articulate and demonstrate A&H’s service, claims, technology and data capabilities as competitive differentiators. Ensure external communications, digital touchpoints, reporting and service interactions reinforce the A&H brand and value proposition. Use customer and partner insights, service metrics and market feedback to identify opportunities for innovation and continuous improvement. Claims & Cost Containment Provide executive leadership and oversight of the A&H Claims and Cost Containment organizations. Ensure a long-term claims and cost-containment strategy is established and aligned with divisional objectives and A&H’s growth plans. Establish appropriate performance standards, benchmarks and management reporting. Ensure effective governance, quality standards, controls and regulatory compliance across A&H claims. Ensure effective management of claims partners, administrators and vendors, including alignment with divisional objectives and standards. Drive continuous improvement across claims processes, capabilities and cost containment while elevating claimant, customer and partner experience. Ensure appropriate oversight and escalation of material, complex and high-exposure claims. Use claims and cost-containment insights to identify opportunities to improve portfolio performance and business outcomes. Technology & Data Provide executive leadership for A&H Technology and Data, working in partnership with business, enterprise and customer-facing leaders. Establish and maintain A&H technology and data roadmaps aligned to divisional priorities and the evolving needs of customers and business partners. Prioritize investments based on business value, operational need and financial return. Drive modernization of A&H platforms, data, reporting and digital capabilities, including the tools and interfaces through which customers and business partners interact with A&H. Increase the use of tec