Director Casualty Claims

Hanover Insurance Group, Inc.; Worcester (MA); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

401K with company match

Paid Time Off

Cultural Awareness Day

On-site Wellness Center (Worcester)

Job summary

The Hanover Insurance Group in Worcester, MA is seeking a Director Casualty Claims to provide strategic oversight, lead unit managers and their teams, and drive performance across our casualty claims operations in a hybrid role.

You will shape and execute key initiatives, ensure cost effective operations, maintain high standards for reserving and claims handling, mentor staff, analyze metrics, and partner with senior leaders to meet financial goals.

Qualifications

• Bachelor's degree preferred with related claims experience
• Proven track record leading and managing others
• Possess strong business acumen and advanced claims technical knowledge
• Anticipates needs of the customer and takes a proactive approach to ensure they are met.
• Effectively and creatively utilizes all resources to manage daily operations
• Flexible and able to change priorities as business needs arise
• Ability to multi-task and prioritize
• Teaching and coaching style of management and role modeling
• Understands and articulates claims operations to drive results
• Analytical and problem-solving skills are essential; anticipates issues and proposes solutions
• Dynamic Leadership attributes
• Viewed as a change agent
• Innovative thought process to solve problems
• Leader among peers with followership
• Proficient in Office 365 including PowerPoint

Responsibilities

• Develop and execute key strategic initiatives and operational processes to drive improved results
• Management and oversight of processes/initiatives to ensure cost effective operations
• Oversight of reserving practices to ensure consistent and appropriate reserving
• Ensure high quality standards in claim handling are met by adherence to best practices
• Provide analysis through key metrics to measure and ensure initiatives are successful
• Provide innovative solutions to improve our claim handling, processes and protocols
• Ongoing activities associated with work product quality
• Accountable for monitoring performance through various identified methods, provide feedback and coaching and take appropriate action
• Solicit and act on internal customer feedback on escalated claims
• Develop, recommend and authorize implementation of continuous improvement initiatives which may result in cost effective enhancements in quality and service
• Identify key issues and communicate to the proper audience in an appropriate and timely manner
• Act as an expert resource for direct reports, other teams, business units and claims leadership
• Lead and/or participate in initiatives that support claims strategies and financial goals
• Interact effectively with the SLT and act as a backfill for AVP as needed. Talent/Performance Management
• Monitors volume and business plans, utilizes technology and talent management to increase efficiency and scalability to support business needs
• Makes timely staffing recommendations within established models and participates in identifying the ideal candidate
• Identify and provide developmental opportunities through coaching and mentoring and builds succession plans
• Recognizes opportunities for technical and industry training as part of a personal and professional development program
• Sets cascading goals, gives and receives feedback, documents and delivers performance reviews, makes salary recommendations, addresses performance issues, creates and implements development plans while conforming to policies and other internal procedures

Skills

Leadership

Data analytics

Communication

Strategic thinking

Problem-solving

Education

Bachelor's degree

Tools

Office 365

PowerPoint

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 to join our growing team. This is an exempt, full time, hybrid role.

Position Overview

Responsible for the strategic oversight and typically managing and leading Unit Managers and their employees within a Claims line of business or region. Delivers effective leadership, technical direction, performance management, communication, relationship building, decision making, and customer service. Develops and drives execution of our strategic initiatives and our most important processes to deliver high quality service and results. Participates in special projects and assignments. Responsible for assessing the present and future resource needs for employees and providing the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.

In This Role

• Develop and execute key strategic initiatives and operational processes to drive improved results.
• Management and oversight of processes/ initiatives to ensure cost effective operations.
• Oversight of our reserving practices to ensure consistent and appropriate reserving.
• Ensure high quality standards in claim handling are met by adherence to best practices.
• Provide analysis through key metrics to measure and ensure initiatives are successful.
• Provide innovative solutions to improve our claim handling, processes and protocols.
• Ongoing activities associated with work product quality
• Accountable for monitoring performance through various identified methods, provide feedback and coaching and take appropriate action.
• Solicit and act on internal customer feedback on escalated claims.
• Develop, recommend and authorize implementation of continuous improvement initiatives which may result in cost effective enhancements in quality and service.
• Identify key issues and communicate to the proper audience in an appropriate and timely manner.
• Act as an expert resource for direct reports, other teams, business units and claims leadership.
• Lead and/or participate in initiatives that support claims strategies and financial goals.
• Interact effectively with the SLT and act as a backfill for AVP as needed. Talent/Performance Management.
• Monitors volume and business plans, utilizes technology and talent management to increase efficiency and scalability to support business needs.
• Makes timely staffing recommendations within established models and participates in identifying the ideal candidate.
• Identify and provide developmental opportunities through coaching and mentoring and builds succession plans.
• Recognizes opportunities for technical and industry training as part of a personal and professional development program.
• Sets cascading goals, gives and receives feedback, documents and delivers performance reviews, makes salary recommendations, addresses performance issues, creates and implements development plans while conforming to policies and other internal procedures.

What You Need to Apply

• Bachelor’s degree preferred with related claims experience
• Proven track record leading and managing others
• Possess strong business acumen and advanced claims technical knowledge
• Anticipates needs of the customer and takes a proactive approach to ensure they are met.
• Effectively and creatively utilizes all resources (systems, people, etc.) to manage daily operations
• Flexible and able to change priorities as business needs arise
• Ability to multi-task and prioritize
• Teaching and coaching style of management. Serves as a role model in building effective relationships.
• Understands and articulates claims operations in a way that drives and achieves results
• Analytical and problem-solving skills are essential; anticipates issues, seeks out and analyzes information collaboratively to propose solutions. Takes ownership for a successful resolution.
• Exhibits key attributes of Dynamic Leadership
• Viewed as a change agent
• Applies innovative thought process to solve problems and to improve outcomes
• Leader amongst his or her peer group and can show examples of followership
• Skilled in data analytics and the ability to switch from tactical to strategic
• Effectively and diplomatically communicates with a wide-ranging audience from senior leadership to frontline adjusters
• Ability to listen so the needs of the speaker can be accurately ascertained
• Genuinely collaborates with a wide spectrum of individuals from senior leaders, internal business customers, agent partners to the frontline adjusting staff
• Builds and fosters relationships with a focus on partnering
• Influences peers to act despite having no direct authority over them
• Filters and synthesize feedback provided
• Proficient in the Office 360 suite, including the use of PowerPoint for presentation purposes

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

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• PTO
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)

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.

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.