Saddle Creek Logistics Services

Felicia D. Snead

Felicia D. Snead graduated from Georgia State University’s J. Mack Robinson College of Business with a BA in Risk Management and Insurance. With over 30 years as a Senior Claims Manager specializing in workers’ compensation and large-loss management, she now leads claims strategy at Saddle Creek Logistics Services, including workers’ compensation, auto liability, general liability, bodily injury, property, and cargo claims. Felicia was instrumental in creating and building the claims department into a high- performing, process-driven team. She actively participates as a Leader in Rare Pearls Mentoring and Leadership of Cobb County and holds Charter Member status in the chapter. Her affiliations include Sigma Gamma Rho Sorority, Incorporated, Kayla’s Kloset, and Bald Nation Rocks Against Cancer. Married to her high school sweetheart for more than 30 years, Felicia is the proud mother of two adult sons. Her guiding principle is embodied in L.I.G.H.T.—Live Intentionally, Give Humbly, and Thoughtfully.

Leadership in claims management is often defined by metrics—cost containment, closure rates, and cycle times. While these are critical, my approach has been shaped by a deeper understanding: claims management is not just about numbers; it is about stewardship. Every claim represents a person, a moment of disruption, and an opportunity to respond with both accountability and empathy.

With more than three decades of experience in claims and risk management, I have learned that effective leadership requires balancing operational discipline with human-centered decision-making. This philosophy became especially clear when I joined Saddle Creek Logistics Services to help build a claims department from the ground up.

What began as a bare-bones structure evolved into a fully developed, process-driven function through intentional collaboration across claims, operations, human resources and safety teams. As I approach nine years with the organization, I reflect not only on what was built, but also on how it was built— through alignment, shared accountability, and a commitment to continuous improvement.

Together, we developed dozens of standardized process documents that established consistency, strengthened compliance, and created clarity across the organization. More importantly, we achieved measurable outcomes that reflect the power of a unified approach. The team exceeded workers’ compensation performance criteria for two consecutive years. It reduced the claim reporting lag time from an average of 32 days to less than five days, meeting and sustaining captive requirements.

Despite these successes, Saddle Creek, like many organizations, continues to face challenges in handling claims efficiently and fairly. One of the most persistent is fragmentation. When claims processes lack clarity and ownership is dispersed, inefficiencies, delays, and inconsistent outcomes result. Addressing this requires cross- functional alignment and a shared commitment to doing the work the right way.

Another challenge is the need for greater education at the operational level. Frontline leaders and HR partners often play key roles in the claims process but may not fully understand compliance requirements or the long-term impact of their decisions. Bridging this gap requires intentional training, accessible tools, and a culture that encourages learning and accountability.

Balancing risk management with customer satisfaction remains one of the most important—and misunderstood— aspects of claims leadership. These priorities are not in conflict; they are interconnected. When organizations operate with transparency, consistency, and proactive communication, they not only manage risk more effectively but also enhance the overall experience for those involved.

Of course, change seems to be the only constant and always presents a challenge. The logistics and supply chain sector continues to evolve, bringing new opportunities and challenges to claims management. The integration of technology, particularly through.

RMIS platforms, data analytics, and automation are transforming how organizations track, manage, and respond to claims.

Leading effectively in this field means making a conscious effort to act with purpose, show humility and guide others with consideration—making sure each choice demonstrates operational excellence and authentic concern for those we support.