Director Casualty Claims

The Hanover Insurance Group; Richmond (VA); On-site; USD 150,000 - 210,000; Full time

Job summary

The Hanover Insurance Group is seeking a Director Casualty Claims - Auto & General Liability to lead our casualty claims organization. This exempt, full-time role can be remote or hybrid, with work locations including Itasca, IL, Worcester, MA, Syracuse, NY, Howell, MI or Richmond, VA.

You will set strategy, mentor high-performing teams, oversee reserving, complex litigation, and performance metrics while partnering with senior leadership to deliver outstanding outcomes for our customers.

Qualifications

• Significant General Liability (CGL) claims leadership experience.
• Experience overseeing complex, high-severity and litigated CGL claims.
• Proven ability to lead and develop teams, set strategy, and manage reserves.

Responsibilities

• Develop and execute strategic initiatives and operational processes to drive improved claim outcomes and cost-effective operations
• Direct reserving practices across the portfolio to ensure consistent indemnity and expense reserves
• Oversee high-quality claim handling standards through coverage analysis and litigation management
• Provide data-driven analysis to measure initiatives, identify trends, and drive continuous improvement
• Serve as escalation point and technical resource on complex, high-severity and litigated General Liability claims
• Guide litigation strategy with defense counsel across discovery, mediation, arbitration, and trial for the most complex claims
• Monitor volume and business plans, using technology and talent management to increase efficiency
• Lead talent and performance management: set goals, coaching, reviews, staffing and salary decisions
• Backfill for VP as needed and interact with Senior Leadership Team
• Identify key issues and communicate them to stakeholders timely
• Solicit customer feedback on escalated claims and champion process improvements
• Build and maintain relationships with senior leaders, business partners, agents and frontline adjusters
• Ensure compliance with internal protocols, regulatory requirements, and laws across jurisdictions

Skills

CGL claims leadership

Leadership and coaching

Strategic thinking

Data analytics

Communication

Collaboration

Education

Bachelor’s degree required or related claims experience; CPCU/AIC/SCLA or JD preferred

Job description

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

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.

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)

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.

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.