Director Casualty Claims

The Hanover Insurance Group; Itasca (IL); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical Insurance

401K with match

Tuition reimbursement

PTO

Company paid holidays

Flexible work arrangements

Job summary

The Hanover Insurance Group seeks a Director of Casualty Claims to lead the General Liability claims organization, setting strategy and overseeing complex, high-severity matters. This role requires enterprise leadership across teams, with accountability for performance, reserves, and outcomes.

You will drive litigation strategy in partnership with defense counsel, manage risk, and build scalable processes while collaborating with senior leadership across jurisdictions.

Qualifications

• Significant General Liability (CGL) claims experience required.
• Bachelor's degree preferred; industry designations or JD are a plus.
• 8-10+ years of progressive casualty claims experience with an insurer.
• 5+ years of proven experience leading teams.
• Advanced claims knowledge with coverage interpretation and liability scenarios.
• Proven track record leading litigation strategy and negotiating settlements.
• Strong financial acumen in reserving and expense management.
• Data analytics skills and ability to influence both tactical and strategic planning.

Responsibilities

• Develop and execute strategic initiatives and processes to improve outcomes and cost efficiency.
• Direct reserving practices across the portfolio for indemnity and expense reserves.
• Ensure high-quality claim handling and adherence to best practices and protocols.
• Provide analytics to measure initiatives, identify trends and drive improvements.
• Serve as escalation point on complex, high-severity and litigated General Liability claims.
• Guide litigation strategy with defense counsel across discovery, mediation, arbitration and trial.
• Monitor workload and staffing, leveraging technology for scalability.
• Lead talent development, coaching, performance reviews and succession planning.
• Interact with senior leaders and backfill for the VP as needed.
• Communicate key issues to stakeholders in a timely manner.
• Solicit customer feedback and champion process improvements.
• Maintain relationships with senior leaders, business partners, agents and adjusters.
• Ensure compliance with internal protocols and regulatory requirements.

Skills

CGL claims experience

Litigation strategy

Leadership/people management

Data analytics

Reserving practices

Communication

Strategic thinking

Education

Bachelor's degree

CPCU/AIC/SCLA or JD (plus)

Job description

Our Claims Department is currently seeking a Director Casualty Claims - Auto & General Liability to join our growing team.

This is an exempt, full time, fully remote or hybrid out of our Itasca, IL, Worcester, MA, Syracuse, NY, Howell, MI or Richmond, VA office.

Lead Our Casualty Claims Organization

At The Hanover, claims leadership is more than overseeing files — it is about setting strategy, building high-performing teams, and protecting what matters most to our customers and our business.

We are seeking a Director of Casualty Claims to provide enterprise leadership for claims leaders and their teams within our General Liability organization. This role owns the strategic direction, technical standards, talent development, and operational performance necessary to achieve best-in-class results across a complex casualty claims portfolio.

IN THIS ROLE, YOU WILL:

• Develop and execute key strategic initiatives and operational processes to drive improved claim outcomes and cost-effective operations
• Direct reserving practices across the portfolio to ensure consistent, accurate and appropriate indemnity and expense reserves
• Ensure high-quality claim handling standards through adherence to best practices, coverage analysis, and litigation management protocols
• Provide analysis through key metrics and data analytics to measure initiatives, identify trends, and drive continuous improvement
• Serve as an escalation point and technical resource on complex, high-severity and litigated General Liability (CGL) claims, including premises liability, operations, and product liability matters
• Guide litigation strategy in partnership with defense counsel across discovery, mediation, arbitration, and trial for the most complex claims in the portfolio
• Monitor volume and business plans, utilizing technology and talent management to increase efficiency and scalability
• Lead talent and performance management: set goals, deliver coaching and feedback, conduct performance reviews, make staffing and salary recommendations, and build succession plans
• Act as a backfill for the VP as needed and interact effectively with Senior Leadership Team (SLT)
• Identify key issues and communicate them to the appropriate audience in a timely, effective manner
• Solicit and act on internal customer feedback on escalated claims, and champion process, protocol, and technology improvements
• Build and maintain relationships across a wide spectrum of stakeholders, including senior leaders, business partners, agents and frontline adjusters
• Ensure compliance with internal protocols, regulatory requirements, and applicable laws across all jurisdictions handled

WHAT YOU NEED TO APPLY:

• Significant General Liability (CGL) claims experience is required — a strong, demonstrated background handling complex, high-severity and litigated General Liability claims, including premises liability, operations and product liability, is essential to this role
• Bachelor's degree preferred with related claims experience; industry designations (CPCU, AIC, SCLA) or JD are a plus
• 8-10+ years of progressive casualty claims experience with an insurance carrier
• 5+ years of proven experience leading and managing others
• Advanced claims technical knowledge and strong business acumen, with the ability to interpret coverage, indemnity and hold harmless agreements, and complex liability scenarios
• Proven track record leading litigation strategy, directing defense counsel, and negotiating high-value settlements
• Strong financial acumen, including reserving practices, expense management, and indemnity control
• Skilled in data analytics with the ability to switch fluidly between tactical execution and strategic planning
• Demonstrated Dynamic Leadership: viewed as a change agent, applies innovative thinking to improve outcomes, and shows examples of followership among peers
• Effective, influential communicator across a wide-ranging audience, from senior leadership to frontline adjusters
• Genuinely collaborative style, with the ability to influence peers and cross-functional partners despite no direct authority over them

Why This Role Stands Out

• Strategic leadership — Shape claims strategy, reserving practices, and operational direction for a full line of business
• True ownership — Full accountability for team performance, quality outcomes, and financial results
• High-impact influence — Act as a technical resource and mentor across the broader claims organization, and partner directly with senior leadership
• Advanced collaboration — Work alongside experienced legal counsel, business partners, and cross-functional teams
• Career growth — Build succession plans, develop talent, and expand your influence across the organization

CAREER DEVELOPMENT:

It's not just a job, it's a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you - at every level - to grow and develop.

BENEFITS:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: [e-mail] and include the link of the job posting in which you are interested.

Privacy Policy:

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Applicants who are California residents:

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Compensation:

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.

Requisition #: 46179