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Director, Claims Operations

Job ID: 7307
Business Unit: New York City Transit
Location: New York, NY, United States
Regular/Temporary: Regular
Date Posted: May 23, 2024


Job Information:

Title:                    Director, Claims Operations
Opening Date:     05/15/2024 
Closing Date:      06/05/2024
Authority:            TA/OA
Department:        Revenue Control
Division/Unit:      Revenue Control/Claims Operations
Reports to:         Chief Officer, Customer Relations
Work Location:   2 Broadway, New York
Hours of Work:   As Required


Salary$100,700 – $142,929 (Grade C, 657 hay points)


The incumbent is responsible for planning, developing, administering, and coordinating all functions, projects and services related to Claims Operations, ensuring accurate processing of over 300,000 claims annually.  The incumbent is responsible for establishing a unit structure, which enhances service and product delivery; identifies goals; implement strategies for the accomplishment of the division’s broader goals; design and introduce programs to enhance process and staff performance; delegate responsibility without compromise; and coordinate with internal and external departments. The incumbent will plan and devise the operation and workforce transition from MetroCard to OMNY in the near future.

Education and Experience:

  1. A baccalaureate degree from an accredited college or university in business administration, accounting, engineering, public administration, or a related field and ten (10) years of full-time, paid, related experience, and at least five (5) years of which must have been in a managerial/supervisory/administrative capacity; or
  2. A satisfactory equivalent of education and/or experience.

Desired Skills:

  • Knowledge of Reduced Fare, Customer Claims or Fare Media Programs.
  • Knowledgeable in fare pricing, smartcard technology and OMNY systems.
  • Strong customer service skills.
  • Strong analytical, basic mathematical and problem-solving skills.
  • Ability to meet deadlines and exercise good Judgment.
  • Excellent verbal and written communication skills.
  • Excellent PC skills including knowledge of Microsoft Word, Excel, Access, PowerPoint, and Crystal.
  • Excellent telephone communication and sensitivity skills.
  • Ability to work in high volume environment.


Selection Method:

Based on evaluation of education, skills, experience, and interview.

Other Information:

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

Equal Employment Opportunity:

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.

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