Director, Claims

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Director, Life & Annuity Claims to join our Life Inforce Solutions team in Charlotte, NC.

As the Director, Life & Annuity Claims, you’ll move Pacific Life, and your career, forward by providing operational and technical leadership for our Life Insurance and Annuity Claims organization. You’ll be responsible for delivering timely, accurate, compliant, and compassionate claims administration while strengthening operational performance and the claimant and beneficiary experience.

Reporting to the AVP, Advisor Services & Inforce Solutions, you’ll lead Claims leaders and professionals and work closely with partners across the organization. Together, you’ll strengthen claims capabilities, improve processes and controls, and deliver sustainable operational results.

• Lead Life and Annuity Claims operations, ensuring claims are administered accurately, timely, fairly, and compassionately while meeting policy, regulatory, and company requirements.
• Provide technical leadership and sound judgment for complex, sensitive, high-risk, and escalated claims, including contestable claims, accelerated benefit claims, and complex beneficiary matters.
• Drive operational performance through clear expectations, meaningful performance measures, and disciplined management of inventory, aging, turnaround times, productivity, quality, capacity, and risk.
• Lead continuous improvement and change by strengthening end-to-end processes, workflows, controls, and technology while identifying opportunities to improve the claimant and beneficiary experience.
• Build a high-performing Claims organization by developing leaders and employees, strengthening technical capabilities and accountability, and collaborating effectively with business partners across Pacific Life.

• Bachelor’s degree or equivalent experience.
• 10+ years of progressive experience in Life Insurance, Annuity, or related claims operations, including 5+ years of leadership experience managing Claims professionals, leaders, or complex claims operations.
• Significant experience in Life Insurance and/or Annuity claims administration, including complex, sensitive, contestable, accelerated benefit, beneficiary, or other high-risk claims.
• Strong knowledge of claims adjudication, policy and contract interpretation, regulatory compliance, governance, documentation, escalation, and payment controls.
• Demonstrated ability to manage operational performance, use metrics to identify opportunities, improve processes, strengthen controls, and lead organizational change.
• Proven ability to develop leaders, build strong teams, strengthen technical capabilities, and operate effectively in a complex, regulated environment.
• Strong judgment, communication, collaboration, analytical, and stakeholder-management skills.

• Experience leading both Life Insurance and Annuity Claims operations.
• Demonstrated success improving operational performance, reducing aged inventory, strengthening controls, or improving claimant and beneficiary experiences.
• Experience redesigning Claims processes or operating models and implementing workflow, analytics, automation, or other technology capabilities.
• Experience leading Claims organizations through significant change while maintaining service, controls, and employee engagement.
• Experience managing third-party administrators or other Claims-related vendors.
• Relevant professional certification or training in Claims, Life Insurance, Annuities, Lean, Six Sigma, change management, process design, or project management.

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The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. 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 Pacific Life Insurance Company.