CGL Manager Casualty Claims

Hanover Insurance Group, Inc.; Richmond (VA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Hanover Insurance Group, Inc. in Richmond, VA is seeking a Manager Casualty Claims to lead a team of handlers with a focus on high performance and customer service.

This full-time exempt role offers a hybrid schedule with two days in the office, coordinating investigations, settlements, and litigation support as needed. The role requires strong leadership, mentoring, and negotiation skills, plus expertise in state comparative negligence principles and claims best practices.

Qualifications

• Bachelor’s degree required; 5–7 years related claims experience; supervisory experience preferred but not required.
• Proficiency with Microsoft Office Suite, claims systems, and data analysis tools.

Responsibilities

• Oversees day-to-day operations of the claims handling team including investigation and evaluation of claims.
• Monitor and assess employee performance through spot checks and data tools; provide feedback and improvement plans.
• Develop and implement continuous improvement initiatives for the investigative process.

Skills

Microsoft Office

Power BI

Claims management systems

Data analysis

Mentoring

Negotiation

Leadership

Communication

Education

Bachelor’s degree

Tools

Excel

Power BI

Job description

Our Claims team is currently seeking a Commercial General Liability (CGL) Manager Casualty Claims.

This is a full-time, exempt role with a hybrid work schedule (two days in the office) in our Richmond, VA office.

POSITION OVERVIEW:

The Manager Casualty Claims is responsible for the daily oversight of the claims handling team, leading employees to foster a highly engaged, high-performing workforce aligned with the organization’s strategic goals. This role ensures effective front-line claims handling while demonstrating expertise in performance management, communication, decision-making, relationship building, and customer service. The manager proactively assesses current and future resource needs, providing mentorship and guidance to support continuous development and operational excellence.

IN THIS ROLE, YOU WILL:

• Oversees the day-to-day operations of a claims handling team including the investigation and evaluation of claims.
• Monitor and assess employee performance through spot checks (e.g., phone listening, file reviews) and data tools (e.g., Power BI, flight decks, trend analysis); provide feedback and implement improvement plans to ensure thorough and efficient investigations.
• Develop and implement continuous improvement initiatives to enhance the quality and consistency of the investigative process.
• Create and enforce protocols to detect and prevent fraudulent claims; review claims with potential fraud.
• Apply technical knowledge (e.g., comparative negligence laws across all 50 states), to support employees in their investigations and evaluations. Direct day-to-day operations including tracking measures, analyzing reports, and reinforcing goals.
• Handle escalated complaints or disputes, working to resolve issues amicably and maintain positive relationships with clients.
• May utilize technology and talent management to increase efficiency and scalability in claims handling; analyze claims data to identify trends, areas for improvement, and opportunities for cost savings.
• Evaluate and approve reserve and settlements outside of individual authorities.
• Monitor and control expenses related to claim handling activities; review and approve settlement proposals prepared by claims handlers to ensure they are reasonable and justifiable.
• Support and mentor others and demonstrate proficiency in contractual indemnification.
• Oversee, manage, and direct litigated claims; mentor others on approach.
• Collaborate with legal teams to ensure proper handling of litigation cases; analyze claims to identify strengths, weaknesses, and potential risks associated with litigation.
• Manage and report on litigation outcomes to identify trends and areas for improvement.
• Monitor and manage litigation costs to ensure they remain within budget and evaluating the financial impact of litigation on the company.
• Ensure accurate documentation and compliance with legal requirements in litigated claims.
• Provide guidance on the development of policies and procedures and training and development programs for claims handlers on litigation support.
• Lead negotiation in contested claims, employing advanced negotiation strategies for optimal outcomes for claims within scope of unit, balancing indemnity and customer satisfaction.
• Ensure compliance with all claims handling guidelines and policies.
• Provide regular updates and reports to senior management and other departments; adapt communication styles to audience (e.g., director versus peer).

WHAT YOU NEED TO APPLY:

• Bachelor’s degree; Generally, 5-7 years related claims experience; supervisory experience preferred but not required

• Skilled in Microsoft Office Suite (Word, Excel), claims management systems, and data analysis tools for documentation, reporting, and process optimization.
• Ability to cultivate a high-performing team through mentoring, coaching, and fostering a positive work environment.
• Skilled in leading negotiations with stakeholders to achieve fair outcomes while maintaining policy and financial integrity.
• Capable of resolving complex or sensitive disputes with empathy and adherence to organizational guidelines.
• Effective verbal and written communicator across diverse audiences and situations; able to draft factual, objective work products.
• Proficient in developing others’ negotiation, communication, and organizational skills.
• Highly organized with the ability to manage complex projects and develop scalable organizational strategies.
• Expert in developing empathetic customer service strategies and delivering exceptional service.
• Recognized authority in insurance principles, policy coverage, legal liability, and jurisdictional requirements.
• Expert in managing legal and reputational risks; ensures compliance with regulatory standards.
• Makes informed, independent decisions within authority, evaluating risks and financial implications.
• Understands how to align team performance with broader business goals and resource planning.