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The Dir participates in all aspects of the Division’s information technology strategy and associated systems. This includes the direct management of dedicated delivery resources as well as oversight of all aspects of technology support and operations of the division applications. The Dir will be responsible for supporting multiple locations within the US and/or the UK.
Owns Markel’s technology strategy, delivery and operations for the Claims organization. Serves as the main IT partner to Claims leadership across first notice of loss (FNOL), adjudication, litigation management, recovery and payments. Leads the Guidewire ClaimCenter platform and drives the use of AI and automation to improve claim outcomes, adjuster productivity and loss adjustment expense (LAE).
Key responsibilities
Strategy and leadership
Set and carry out a multi-year Claims technology roadmap aligned with Claims business strategy and enterprise IT standards
Lead dedicated delivery teams: engineering, configuration, business analysis, QA, and vendor or offshore partners
Work with Claims executives to prioritize the portfolio, define business cases and track value delivered (cycle time, LAE, leakage, adjuster capacity)
Claims platform ownership
Own the Guidewire ClaimCenter platform: configuration, integrations, upgrades and Guidewire Cloud migration or adoption
Oversee integrations across the claims ecosystem: payments, document management, reserving and actuarial feeds, reinsurance recoveries, litigation and legal bill review, ISO ClaimSearch, vendors and TPAs (third-party administrators)
Coordinate with PolicyCenter and BillingCenter teams on policy verification, coverage, premium and billing interactions, and InsuranceSuite upgrade alignment
AI and automation
Lead AI solutions in Claims: FNOL intake and triage, document and email intake (OCR/IDP, i.e. optical character recognition and intelligent document processing), claim summarization, fraud and SIU (special investigations unit) signals, reserving support, litigation prediction, and adjuster copilots
Deliver workflow automation, straight-through processing for low-complexity claims, and RPA (robotic process automation) where it fits
Work with enterprise AI, data and security teams on responsible AI governance, model risk, privacy and regulatory compliance
Operations and governance
Own application support and operations for Claims systems, including SLAs, incident and problem management, and operational resilience
Manage the Claims IT budget, vendor contracts and system integrator relationships
Make sure solutions meet architecture, security, data governance and state regulatory requirements (e.g., claims handling, unfair claims practices, data retention)
Qualifications
Required
Bachelor's degree in computer science, information systems or a related field; Master's preferred
10+ years in technology, with 5+ years leading multi-team delivery organizations
Deep claims domain knowledge across the full claim lifecycle
Proven track record delivering AI, machine learning or intelligent automation in a production business setting
Strong budgeting, portfolio management and vendor management skills
Executive-level communication and ability to influence stakeholders
Preferred
P&C Specialty insurance experience (e.g., E&S, professional liability, marine, programs, specialty casualty)
Guidewire ClaimCenter experience with implementation, upgrades or cloud migration
Experience with Guidewire PolicyCenter and/or BillingCenter
Familiarity with…