Manager Claims

icwgroup; San Diego (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

ICW Group in San Diego and across the United States is hiring a Manager Claims to lead a high‑performing team responsible for delivering exceptional claim outcomes and customer experience. The role focuses on operational excellence, regulatory compliance, and a culture of accountability and continuous improvement.

You will partner with internal stakeholders to reduce claim costs, improve injured worker outcomes, and strengthen policyholder relationships, guiding strategic initiatives and

Responsibilities

• Monitors KPIs such as claim duration, reserve accuracy, litigation rates, and customer satisfaction.
• Analyzes trends and provides actionable insights to improve outcomes and reduce loss costs.
• Partners with Quality Assurance, Training, and other internal teams to strengthen processes and elevate claim quality.
• Supports audits, compliance reviews, and continuous improvement initiatives.
• Oversee the full lifecycle of workers' compensation claims, ensuring timely, accurate, and compliant handling.
• Establishes and maintains the overall work cadence and, in partnership with department leadership, ensures performance and outcomes.

Job description

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our journey as we strive to transform the insurance carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for the twelfth consecutive year in a row and for the 20th time overall as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our internal and external communities better everyday! Learn more about why you want to be here!

PURPOSE OF THE JOB

The Manager Claims supports Insurance Company of the West's mission to create the best insurance experience by driving operational excellence, ensuring regulatory compliance, and fostering a culture of accountability, continuous improvement, and service. This position leads a high‑performing team responsible for delivering exceptional claim outcomes and customer experience. The manager ensures performance metrics are met while partnering closely with internal stakeholders to reduce claim costs, improve injured worker outcomes, and strengthen policyholder relationships. This role works cross functionally to drive the overall claims strategy. This position will oversee the Claims Support Services department, guiding strategic initiatives, supporting team development, and ensuring consistent, effective service delivery across all areas of responsibility. This role will lead a team of Claims Support Services Supervisors, fostering a collaborative, customer-focused environment while developing future leaders to deliver high-quality service and operational excellence across the claims department.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational Excellence

• Monitors key performance indicators (KPIs) such as claim duration, reserve accuracy, litigation rates, and customer satisfaction.
• Analyzes trends and provide actionable insights to improve outcomes and reduce loss costs.
• Partners with Quality Assurance, Training, and other internal teams to strengthen processes and elevate claim quality.
• Supports audits, compliance reviews, and continuous improvement initiatives.

Customer & Stakeholder Engagement

• Builds strong relationships with policyholders, brokers, medical providers, and legal partners to support claim resolution and service excellence.
• Collaborates with Underwriting, Risk Management, and Safety to address claim drivers and support policyholder retention.
• Ensures clear, timely communication with injured workers to support recovery and return‑to‑work efforts.

Cross‑Functional Collaboration

• Works closely with other Claims managers to ensure consistency, alignment, and shared best practices across the department.
• Participates in strategic planning, department initiatives, and enterprise projects that enhance ICW Group's claims operations.

Claims Oversight & Strategy

• Oversee the full lifecycle of workers' compensation claims, ensuring timely, accurate, and compliant handling.
• Ensure adherence to jurisdictional requirements and ICW Group best practices.

• Develops and leads a team of claims professionals to ensure daily operational success
• Provides guidance to Team Members. Communicates Mission, Values, and other organization operating principles to direct reports.
• Establishes and maintains the overall work cadence and, in partnership with department leadership, ensures performance and outcomes strive for excellence in delivery and customer experience. Ensures that the entire team is engaged and that leadership practices encourage development, recognition, and retention.
• Establishes and adheres to hiring criteria, on-boarding, and training requirements for incoming staff.
• Manages performance and supports Team Member development through goal setting, coaching, and ongoing feedback for direct reports.
• Acts as a resource for team members to answer questions and solve complex problems.
• Manages budget, technology and other resources, workload, and customer requests for Department services.
• Maintains compliance with all Company policies, procedures, and assigned responsibilities.
• Safeguards data quality, follows IT security guidelines, and monitors risk-related metrics.

SUPERVISORY RESPONSIBILITIES

Directly supervises 2 or more employees within the Claims team and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning,