Claims Manager

Maintain and continuously update a comprehensive view of Zum's active claims portfolio across commercial auto, personal injury, and employment matters in all jurisdictions.

Track employment claim/threatened claim trends across yards and regions - identifying patterns by location, manager, or operational unit and escalating emerging trends before they compound.

Track case milestones and reserve changes to flag deviations for strategic review.

Build and maintain systems and processes for real-time claims visibility, ensuring accurate, timely information for stakeholder reporting.

Managing the claims lifecycle from intake to resolution, ensuring consistent reserve practices and TPA accountability during periods of rapid growth.

Identify opportunities to reduce reserves and IBNR estimates through proactive claim movement, earlier resolution, and data-supported re-evaluation of case trajectories.

Prepare briefing materials and trend summaries that lead to proactive conversations with operations leadership by translating claims and incident data into clear, actionable talking points tied to specific yards, routes, or operational patterns.

Track external litigation trends, verdict data, and settlement benchmarks relevant to school transportation and support litigation trend monitoring with quantitative analysis.

Produce risk trend reports that feed the legal team’s cross-functional collaboration with operations, safety, and HR on accident reduction and liability mitigation strategies.

Manage relationships with insurance brokers, underwriting community, and other risk-related service providers (e.g. TPAs).

Support the carrier relationships by ensuring carriers receive timely, accurate, and well-organized claims data and risk updates.

Partner with Legal, Operations, and Finance to drive the insurance renewal process, ensuring organizational risk is accurately represented and coverage needs are met.

Design and implement a risk KPI framework covering claims resolution velocity, reserve accuracy, TPA performance, litigation cost trends, and settlement efficiency.

Build and maintain dashboards that give visibility into portfolio performance, organized by matter type, jurisdiction, and business line.

Track KPIs against targets and produce periodic performance reports for internal leadership, translating claims data into clear, actionable insights.

Continuously refine KPI definitions and reporting cadences as Zum's claims portfolio evolves with geographic expansion.

Prepare comprehensive risk narratives, qualitative analyses, claims history analyses, and safety summaries for use in annual insurance renewals in close partnership with cross-functional leaders.

Identify risk factors such as jurisdiction-specific verdict trends or recurring claim categories that may affect coverage terms or premium outcomes, and work to address them proactively.

Ensure that underwriting submissions reflect legal risk mitigation efforts, not just raw loss data demonstrating to carriers that Zum manages claims with discipline and intention.

Partner daily with the operations to review incident data, aligning on risk flags, and ensuring claims intelligence flows seamlessly between the legal and operational sides of the business.

Develop a catastrophic risk framework that defines and prioritizes the claim categories with the highest potential severity including student injury, vehicle accidents resulting in serious bodily harm, and multi-claimant incidents and tracks leading indicators for each.