FBS Dir, Claims Ops & Support Services

FBS Dir, Claims Ops & Support Services

FBS – Farmer Business Services is part of Farmers Insurance operations with the purpose of building a global approach to identifying, recruiting, hiring, and retaining top talent. By combining international reach with US expertise, we build diverse and high-performing teams that are equipped to thrive in today’s competitive marketplace.

We believe that the foundation of every successful business lies in having the right people with the right skills. That is where we come in—helping Farmers build a winning team that delivers consistent and sustainable results.

Since we don’t have a local legal entity, we’ve partnered with Capgemini, which acts as the Employer of Record. Capgemini is responsible for managing local payroll and benefits.

What to expect on your journey with us:

• A solid and innovative company with a strong market presence

• A dynamic, diverse, and multicultural work environment

• Leaders with deep market knowledge and strategic vision

• Continuous learning and development

This position provides strategic and operational leadership for a large nearshore and offshore claims support organization, accountable for standing up, scaling, and stabilizing a multi-location claims operational support model. The role defines the end-to-end delivery model, oversees the transition of work, and builds sustainable offshore capabilities that support long term operational effectiveness and growth. This leader operates at scale, balancing operational performance, workforce complexity, and enterprise priorities while partnering closely with key stakeholders to enable effective claims delivery.

Key Responsibilities

•Sets and executes overall strategy by aligning priorities, service models, and outcomes to business needs and enterprise objectives.

•Leads a large nearshore and offshore organization by providing direction across varied teams while ensuring consistent execution, engagement, and people management practices.

•Oversees and integrates multiple, distinct claims support teams, with accountability for transitioning work across locations and owning stabilization.

•This role balances standardization with the unique needs of diverse, claims adjacent services while establishing scalable, centralized delivery models.

•Establishes performance measures and operating standards, monitors results, identifies risks and opportunities, and leads initiatives to improve efficiency, quality, and service effectiveness at scale.

•Leads operational change efforts affecting processes, systems, and people, while ensuring appropriate controls, compliance, and risk management are embedded in daily operations.

•Partners with cross functional stakeholders to align priorities and resolve tradeoffs, while managing budgets and exercising cost stewardship across assigned operations.

•SCOPE: India and Mexico Market, focus on E2E Service Operations Excellence from Recruiting, training, development, operational execution and attrition reduction.

Requirements

• +7 years of experience required in a similar role in Claims Operations for an American Insurance Company (MUST)
• US P&C Experience is a MUST, + experience in estimating (general knowledge) MUST
• Full English Fluency
• Focus on Claims Experience: Quality and productivity, Metrics, analytics, team performance
• Team Size Experience: Over 150 people team
• Expected working hours: 6:30pm-3:30am India standard Time (Overlapping with US/Mexico Operations
• Hybrid Model in Pune

Technical & Business Skills

• Power BI - Intermediate
• Excel - Intermediate
• Quickbase - Intermediate
• Leadership - Advanced
• Strategy - Advanced
• Operational Excellence – Advanced, Metrics, Drivers, Reporting
• Data Analysis, resource Allocation
• Decision Making Skills (Autonomy)

Benefits

This position comes with competitive compensation and benefits package:

1. Competitive salary and performance-based bonuses
2. Comprehensive benefits package
3. Career development and training opportunities
4. Flexible work arrangements (remote and/or office-based)
5. Dynamic and inclusive work culture within a globally renowned group
6. Private Health Insurance
7. Pension Plan
8. Paid Time Off
9. Training & Development

Important Hiring Conditions and Disclosures

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies.

• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated.

• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise.

Failure to comply with these conditions may impact the hiring decision or employment continuation.

Experience Level

Senior Level