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:
Competitive salary and performance-based bonuses
Comprehensive benefits package
Career development and training opportunities
Flexible work arrangements (remote and/or office-based)
Dynamic and inclusive work culture within a globally renowned group
Private Health Insurance
Pension Plan
Paid Time Off
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.

Work arrangement
Hybrid