Claims Manager - St. Maarten

Based in St. Maarten, the Claims Manager leads a team of claims handlers and adjusters, ensuring timely, fair, and accurate settlement of claims across St. Maarten, Saba, St. Eustatius and Montserrat while maintaining compliance, service excellence, operational efficiency and strong collaboration.

Responsible for supervising and guiding a team of claims handlers and adjusters to ensure timely, fair, and accurate settlement of insurance claims in St. Maarten, Saba, St. Eustatius and Montserrat. This role combines hands-on technical expertise with leadership, quality control, customer service excellence, and operational efficiency. The Claims Manager ensures compliance with company policies, local regulations, and best practices while fostering an environment of continuous improvement and collaboration. This position will be based in St. Maarten.

• Lead, guide, and support the claims team to ensure high performance, continuous development, and strong collaboration across the department.
• Champion a culture of teamwork, engagement, and service excellence within the claims unit.
• Manage and oversee the daily operations and administrative workflow of the department to ensure efficiency, accuracy, and consistent adherence to established procedures.
• Continuously evaluate departmental structure, processes, and performance, recommending improvements to enhance service delivery and operational effectiveness.
• Serve as the final escalation point in the department for complex, sensitive or dissatisfied claimant matters, ensuring issues are addressed professionally and in line with company expectations.

 Claims Management & Technical Oversight

• Ensure timely, fair, and consistent handling and settlement of claims across all lines of business.
• Provide guidance to intermediaries on claims‑related matters, ensuring timely and effective support and service.
• Monitor and manage claims notifications, reserves, settlements, deductibles, stolen vehicle portfolios, salvage and subrogation processes to maintain accuracy, cost control, and effective recovery efforts.
• Manage and oversee legal and complex/contentious claims, collaborating with legal counsel or other experts as needed to apply appropriate resolution strategies.
• Approve claim settlements and ensure compliance with internal policies, regulatory requirements, and quality documentation standards.

 Reporting, Compliance & Performance Monitoring

• Prepare timely and accurate statistical reports, monthly departmental updates, and other required documentation, including reports for reinsurance recovery and audit support.
• Monitor key performance indicators such as claims turnaround time, loss ratios, customer satisfaction, reserve accuracy, and audit results, and recommend enhancements where required.
• Ensure proper management of claims documentation, including retention, storage, and retrieval processes in accordance with company policy.
• Support audits/reviews and ensure departmental adherence to approved procedures, philosophy, and quality standards.

 General Responsibilities

• Liaise and collaborate with underwriting and other internal departments to support integrated and effective service delivery.
• Maintain effective safeguards for salvage management and ensure optimal outcomes for the Company.
• Perform problem‑solving activities and provide leadership input to support sound decision‑making across the claims function.
• Other related responsibilities within the claims function as may be reasonably assigned from time to time to support departmental and organizational needs.

 Performance Standards

• Claims are settled timely and professionally within set guidelines.
• Loss adjusters and experts are effectively appointed and deliver reports on time.
• Claims staff comply with approved programs and initiatives.
• Deductibles and excesses are collected accurately and promptly.
• Claims, inclusive of any related recoveries, are handled in an efficient, timely, cost-effective and customer-focused manner.

 Performance Indicators

• Claims turnaround time
• Customer satisfaction scores
• Accuracy of reserves and settlements
• Team productivity and engagement
• Compliance and audit results.