Teams at Crawford & Company

Manages operations for an insurance subsidence team of approximately 6–7 direct reports. Responsibilities include people leadership, claims service delivery, cost and resource control, employee development, performance management, process improvement, stakeholder relationships, and customer satisfaction. The role also supports clients, brokers, and business development while coordinating with field, supply chain, and internal teams to improve the end-to-end claims process.

Leads multiple subsidence operations teams, overseeing claim progression, service quality, customer satisfaction, workflow, backlog, productivity, revenue, and lifecycle performance. Manages Team Managers, monitors operational metrics, identifies bottlenecks and risks, drives corrective action, and delivers continuous process improvement. The role also supports workforce planning, change initiatives, financial objectives, and consistent service delivery across client portfolios.

Coordinate first notifications of loss by receiving and accurately recording new claims, gathering details from policyholders and other stakeholders, booking appointments, identifying urgent or high-risk matters, and escalating potential fraud. Provide professional customer service as Crawford’s first point of contact while supporting claims technicians and adjusters. The role includes onsite training in Birmingham and occasional travel for training or meetings.