Delivery Manager - Insurance Coverage Letter Services

We are seeking a highly motivated Delivery Manager / Team Lead to lead and expand our growing Insurance Coverage Letter Services practice. This individual will be responsible for the operational management, delivery excellence, and business growth of outsourced insurance claims support services focused on drafting and quality review of coverage-related correspondence.

The successful candidate will serve as both an operational leader and client-facing business development resource, partnering with insurance carriers, TPAs, and claims organizations to design scalable letter drafting solutions. This role requires expertise in insurance claims processes, coverage analysis, legal and claims correspondence, team leadership, workflow optimization, and client relationship management.

This is a high-impact position responsible for building and managing teams of attorneys, claims professionals, and delivery specialists who draft and review a wide range of insurance coverage communications, including reservation of rights letters, denial letters, coverage opinions, excess exposure letters, status letters, and other claims-related correspondence.

The ideal candidate combines strong insurance industry knowledge with operational leadership, sales acumen, and a passion for delivering technology-enabled solutions that improve quality, consistency, turnaround time, and customer experience.

Service Delivery & Operations

• Lead and manage teams of attorneys, claims professionals, delivery managers, and coordinators supporting insurance coverage letter drafting engagements.
• Oversee daily operations across multiple clients, ensuring high-quality, timely delivery of coverage correspondence.
• Establish and maintain delivery standards, quality controls, and performance metrics.
• Monitor team performance against KPIs, SLAs, and client expectations.
• Optimize staffing models, workflow allocation, and resource utilization to support fluctuating claim volumes.
• Manage client escalations and complex coverage matters requiring operational or staffing intervention.
• Drive consistency across letter drafting methodologies, templates, quality review processes, and knowledge management systems.

Insurance Coverage Expertise

• Provide leadership on best practices for drafting and reviewing insurance coverage communications.
• Develop and maintain processes supporting:
• Reservation of Rights Letters
• Coverage Opinion Letters
• Disclaimer and Denial Letters
• Excess Exposure Letters
• Status and Follow-Up Letters
• First-Party and Third-Party Claims Correspondence
• Collaborate with carrier clients to understand jurisdictional, regulatory, and business requirements.
• Support quality assurance initiatives to ensure accuracy, consistency, and defensibility of drafted correspondence.

Business Development & Sales

• Serve as a key leader in the growth of the Insurance Coverage Letter Services practice.
• Identify and pursue new opportunities with insurance carriers, TPAs, MGAs, and other claims organizations.
• Participate in client presentations, solution discussions, RFP responses, and sales pursuits.
• Partner with Consilio sales leadership to develop service offerings and go-to-market strategies.
• Build trusted relationships with claims executives, coverage counsel, and operational leaders.
• Assist in pricing, staffing models, and solution design for prospective clients.
• Identify opportunities to expand existing engagements and increase service adoption across client organizations.

Strategic Leadership & Process Improvement

• Drive continuous improvement initiatives to increase efficiency, scalability, and quality.
• Identify opportunities to leverage AI, workflow automation, and technology-enabled drafting solutions.
• Develop repeatable delivery models that support growth while maintaining service excellence.
• Create and maintain standard operating procedures, training materials, and best practices.
• Balance short-term client delivery needs with long-term service line development objectives.

Client Management & Reporting

• Act as a primary relationship manager for key insurance clients.
• Conduct quarterly business reviews and ongoing operational meetings.
• Develop and present performance reporting, quality metrics, and operational insights.
• Translate client needs into scalable service solutions.
• Ensure high levels of client satisfaction and retention.

Required

• Significant experience within the insurance industry, including claims, coverage analysis, insurance defense, or legal operations.
• Proven leadership experience managing teams in a client-service environment.
• Strong understanding of insurance coverage correspondence and claims workflows.
• Experience developing and improving operational processes and service delivery models.
• Demonstrated business development and client relationship management experience.
• Ability to communicate effectively with senior client stakeholders and internal leadership.
• Strong analytical, organizational, and problem-solving skills.
• Experience developing staffing plans, budgets, and operational reporting.
• Excellent written communication skills.
• Proficiency with Microsoft Office, including Excel and PowerPoint.

Preferred

• JD, licensed attorney, CPCU, AIC, or equivalent insurance industry credentials.
• Experience managing large-scale claims support or insurance operations teams.

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