AVP Inland Marine Claims

Hanover Insurance Group, Inc.; Worcester, Northern (MA, KY); Hybrid; USD 140,000 - 230,000; Full time

Job summary

Hanover Insurance Group, Inc. seeks an Assistant Vice President for Marine Claims to provide strategic leadership, oversee operations, and drive modernization across Marine lines. The role emphasizes customer-focused outcomes, regulatory compliance, and financial performance within a leadership framework.

The candidate will build high-performing teams, manage talent development, and align staffing with growth objectives, fostering collaboration, accountability, and CARE culture.

Qualifications

• Bachelor’s degree in business, Insurance, Risk Management, or related field.
• 10+ years of marine claims experience with progressive leadership.
• Strong knowledge of claims operations, regulatory requirements, and industry practices.
• Proven track record in operational improvement and organizational change.
• Strong analytical, problem-solving, communication, and relationship-building skills.

Responsibilities

• Lead strategic direction and operational oversight of Marine claims within the Service Segment.
• Foster relationships with leadership, agents, and stakeholders through proactive engagement.
• Establish KPIs for quality, customer experience, productivity, financial results, and engagement.
• Monitor performance and ensure customer-focused outcomes via file reviews and quality audits.
• Lead modernization and process improvement to enhance efficiency and scalability.
• Oversee expense management and cost-effective solutions within authority levels.

Skills

Marine claims leadership

Analytical skills

Communication skills

Relationship building

Strategic leadership

Education

Bachelor’s degree in Business, Insurance, Risk Management, or related field

Job description

We are expanding our Marine Claims leadership team and are searching for an Assistant Vice President with exceptional technical depth and a strong track record of leading managers. This role plays a critical part in shaping our claims strategy, strengthening technical excellence, and driving consistent, high‑quality outcomes. The position may be remote or located in our Worcester, Ma office.

Position Overview:

The Assistant Vice President, Marine Claims provides strategic leadership and operational oversight for the Marine lines of business. This role is responsible for driving operational excellence, customer experience, financial performance, talent development, and continuous improvement initiatives while ensuring effective and compliant claims operations.

Leads through others, develops high‑performing teams, and executes business strategies that support organizational goals. Champions modernization efforts, leverages data and technology to improve performance, and fosters a culture of collaboration, accountability, respect, and empowerment (CARE).

Responsibilities/Essential Functions:

Strategic & Operational Leadership

• Lead the performance, execution, and strategic direction of assigned claims functions within the Service Segment.
• Foster strategic relationships with business leadership, agents and other key stakeholders through proactive engagement, relationship management and regular communications.
• Establish and monitor key performance indicators related to quality, customer experience, productivity, financial results, and employee engagement.
• Monitor performance and ensure customer focused outcomes through file reviews, quality audits, customer service metrics, and financial analysis.
• Oversee claim handling practices and ensure compliance with regulatory requirements, company policies, and industry standards.
• Lead modernization, transformation, and process improvement efforts to enhance efficiency, quality, and scalability.

Financial & Business Management

• Accountable for expense management and operational results within assigned areas of responsibility.
• Manage operations within established expense, reserve, and settlement authority levels.
• Analyze operational and financial trends to identify risks, opportunities, and improvement initiatives, providing business insights to support informed decision‑making.
• Identify and implement cost‑effective solutions that enhance service quality and operational effectiveness.

Talent & Leadership Development

• Lead all aspects of talent management, including workforce planning, hiring, development, performance management, and succession planning.
• Develop and empower leaders to build a highly engaged and high‑performing workforce.
• Align staffing strategies with business needs and growth objectives.
• Foster an inclusive culture that encourages innovation, accountability, and continuous learning.

Essential Skills and Experience:

• Bachelor’s degree in business, Insurance, Risk Management, or related field.
• 10+ years of marine claims experience, including progressive leadership.
• Strong knowledge of claims operations, regulatory requirements, and industry practices.
• Demonstrated success leading operational improvement and organizational change initiatives.
• Strong analytical, problem‑solving, communication, and relationship‑building skills.

Physical Demands and Work Environment:

• Ability to use a personal computer and standard office equipment.
• Ability to sit and/or stand for extended periods.
• Ability to travel as business needs require.
• Ability to work on‑site as needed.
• Ability to work in a fast‑paced, changing environment and occasionally beyond standard business hours.