• Oversee the full lifecycle of claims, including claim creation, assignment, and SOP adherence. • Drive adjuster results to meet client KPIs. • Own team quality. • Ensure internal and external quality is excellent through daily and monthly audits, including coaching and feedback for improvement. • Complete call quality assessments. • Own people and HR-related tasks and disciplinary actions • Assist in hiring and onboarding • Work together with management to forecast department needs and success • Serve as a key point of contact for customer or client escalations. • Manage incoming communications from adjusters, insureds, and/or claimants. • Ensure full file resolution of escalated claims • Owns escalations of files and assists with resolution where necessary. • Regularly check-in with team members on production metrics providing coaching where needed and holding each team member accountable. • Provide development opportunities for employees to help them reach the next level in their career. • Spark teamwork through competitions, incentives and more to hit large goals. • Maintain communication within the department and across the org reporting on progress, successes, and opportunities. • Regularly meet with your entire team to spark innovation, celebrate, and solve problems. • Analyze data and metrics to make best practices and innovating on where the team improve • Provide close guidance and sufficient training for less-experienced estimators • Assist in identification and evaluation of new methods and processes that could help improve overall department performance, cycle-time, etc.