Manager, Risk Operations & Claims

Manager, Risk Operations & Claims

Position Summary

The Manager, Risk Operations & Claims is responsible for overseeing the Company's claims administration, safety coordination, insurance program support, incident management, and retail administrative operations. This role leads the Retail Administration team and serves as a key business partner to Human Resources, Operations, Legal, Asset Protection, Finance, Insurance Brokers, and Third-Party Administrators to minimize organizational risk, support effective claims management, and strengthen operational controls.

The Manager, Risk Operations & Claims is responsible for coordinating workers' compensation, liability, property damage, and other risk-related matters while driving process improvements, conducting trend analysis, supporting investigations, and implementing proactive risk mitigation strategies. Additionally, the role provides leadership and oversight to Retail Administration functions that support compliance, employee engagement initiatives, operational reporting, and enterprise projects.

While this job description aims to provide a comprehensive overview of the role, it may not detail every task or responsibility required. All activities will be performed in support of the strategy and vision of the organization. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.

Essential Responsibilities

Claims Administration & Risk Operations

• Evaluate reported employee, customer, and third-party incidents to determine potential liability exposure and appropriate claim handling requirements.
• Coordinate establishment and submission of workers' compensation, liability, and property damage claims with third-party administrators and insurance partners.
• Ensure complete, accurate, and timely collection of supporting claim documentation.
• Monitor open claims and coordinate with Human Resources, District Managers, Operations leaders, claims adjusters, legal partners, and other stakeholders to drive timely resolution.
• Review incident reports, surveillance footage, witness statements, and supporting documentation to establish facts, timelines, and investigative findings.
• Provide investigative support and recommendations to claims adjusters and insurance partners.
• Coordinate recurring claim review meetings to evaluate claim status, monitor trends, and identify action items.
• Participate in carrier and third-party administrator review meetings to address outstanding claims and open issues.
• Maintain visibility into claim performance and identify opportunities to reduce claim frequency, severity, and overall organizational exposure.
• Support implementation of corrective actions resulting from claims trends and investigations.

Safety & Injury Prevention

• Support the administration and enhancement of workplace safety programs.
• Review safety policies, procedures, training content, and supporting documentation, providing recommendations to strengthen effectiveness and compliance.
• Coordinate safety communications, including injury awareness and prevention campaigns.
• Develop and distribute safety flash notifications to share lessons learned and reinforce safe work practices.
• Lead quarterly reviews and analysis of employee and customer injury data.
• Identify recurring injury trends, operational risk factors, and emerging workplace hazards.
• Develop recommendations designed to improve awareness, reduce incidents, and strengthen safety culture.
• Support implementation of vehicle safety and driver compliance initiatives.
• Partner with Human Resources and Operations to reinforce accountability and proactive risk management practices.

Asset Protection & Incident Management

• Review reports, investigations, and work products generated by the Retail Administration team.
• Monitor customer injury incidents, property damage claims, theft reports, burglary incidents, robbery investigations, and related loss events.
• Ensure appropriate documentation, investigations, and follow-up activities are completed in a timely manner.
• Identify incident trends, operational vulnerabilities, and opportunities for preventive action.
• Coordinate law enforcement requests involving surveillance footage, transactional information, and business records.
• Manage responses to subpoenas, legal holds, preservation requests, and related legal matters.
• Monitor loyalty program loss reporting and support investigations involving suspected fraud or abuse.
• Coordinate property damage claim administration from initial reporting through final reimbursement and resolution.
• Partner with Human Resources, Operations, Legal, Risk Management, and Asset Protection on investigations and corrective actions.

Insurance Program Administration

• Coordinate insurance-related requests, renewals, documentation, and supporting information.
• Maintain relationships with insurance brokers, carriers, and third-party administrators.
• Manage Certificates of Insurance (COIs), policy documentation, and related requests.
• Support insurance renewal activities through data collection and administrative coordination.
• Participate in regular insurance review meetings and facilitate resolution of outstanding items.
• Maintain insurance records and documentation.
• Develop resources that improve organizational understanding of: 
  • Available coverages
  • Policy provisions
  • Deductibles and retentions
  • Claims reporting requirements
  • Coverage applicability
• Assist in developing claims reporting protocols and risk decision-making frameworks.

Retail Administration Leadership

• Lead, coach, and develop the Retail Administration team.
• Establish performance expectations and priorities aligned with business objectives.
• Review administrative processes and deliverables to ensure quality, consistency, and compliance.
• Conduct audits of team workflows and identify opportunities for continuous improvement.
• Ensure timely completion of assigned projects, reporting, and operational support activities.
• Foster a culture of accountability, service, collaboration, and continuous improvement.
• Support team development through training, coaching, and performance management.

Administrative Operations & Compliance Support

• Review and audit hiring activities within company systems to ensure compliance with established processes, approvals, and documentation requirements.
• Coordinate and monitor participation in operational engagement initiatives, including Day in the Store programs and related surveys.
• Support employee recognition initiatives and company communication programs.
• Coordinate presenter schedules and organizational communication activities.
• Review and approve departmental administrative purchases and office supply requests.
• Coordinate workplace compliance postings and required employment documentation in partnership with Human Resources.
• Conduct periodic audits of administrative work products and internal processes to ensure quality and compliance.

Education & Experience

• Bachelor's degree in Business Administration, Risk Management, Human Resources, Criminal Justice, Insurance, Safety, or a related field.
• 5+ years of experience in claims management, insurance administration, risk operations, asset protection, investigations, retail operations, or related functions.
• 2+ years of leadership or supervisory experience.
• Experience working with workers' compensation, liability claims, third-party administrators, or insurance carriers.
• Experience managing multiple projects and cross-functional initiatives simultaneously.

Preferred

• Associate in Risk Management (ARM), CPCU, AIC, WCCA, OSHA, or related professional certification.
• Experience in retail, convenience store, fuel, hospitality, restaurant, or multi-unit operations.
• Experience with surveillance systems, claims administration systems, and incident management platforms.
• Wicklander-Zulawski Certification