Mgr Service Claims

The Hanover Insurance Group; Virginia (MN); Hybride; USD 90 000 - 140 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision and disability

401K with company match

Tuition reimbursement

PTO

Flexible work arrangements

Paid holidays

Résumé du poste

The Hanover Insurance Group is seeking a Manager - Service Claims in Richmond, VA. This full-time, exempt role leads a claims service handling team, guiding investigations and ensuring high performance aligned with company goals.

You will monitor operations, provide mentorship, drive continuous improvement, and manage settlements within authority while maintaining strong client relationships and regulatory compliance.

Qualifications

• Bachelor’s degree; generally 5–7 years related claims experience; supervisory experience preferred but not required.
• Proficient in Microsoft Office, claims systems, and data analysis tools for reporting and process optimization.
• Ability to mentor, coach, and foster a positive work environment.
• Strong negotiation skills with stakeholders to achieve fair outcomes.

Responsabilités

• Oversee day-to-day operations of the claims service handling team and claim investigations.
• Monitor performance via calls, file reviews, and data tools; provide feedback and improvement plans.
• Develop and implement continuous improvement to enhance investigative quality and consistency.
• Implement fraud detection protocols and review potentially fraudulent claims.
• Lead negotiations on contested claims and balance indemnity with customer satisfaction.

Connaissances

Team leadership

Data analysis

Negotiation

Mentoring

Customer service

Formation

Bachelor's degree

Outils

Microsoft Office

Claims management systems

Data analysis tools

Description du poste

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 team is currently seeking a Manager - Service 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 Service Claims is responsible for the daily oversight of the claims service 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 adjustment of claims 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 service 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.
• 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 claim 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.

Core Capabilities:

• Analytical Reasoning: The ability to identify problems, understand your impact, gather input and data, and develop an effective solution.
• Customer Centricity: Makes customers/clients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains customer trust and respect; meets or exceeds customer expectations.
• Digital Fluency: Effectively uses digital tools and technology appropriately to find, evaluate, create, and communicate information understands how to navigate digital platforms, use software applications, and leverage technology for productivity and communication purposes.
• Persuasion and Influence: Uses appropriate interpersonal skills and techniques to gain acceptance for ideas or solutions; uses influencing strategies to gain genuine agreements; seeks to persuade rather than force solutions or impose decisions or regulations.
• Professional Insurance Acumen: Demonstrates a deepening understanding of the insurance industry and the ability to apply specialized technical skills to address complex challenges, adapt to industry trends, and drive value for the organization.
• Planning and Execution: Plans, prioritizes and manages resources and time effectively to achieve specific goals or deadlines.

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.

Benefits include:

• 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:

To view our privacy policy and online privacy statement, click here.

Applicants who are California residents:

To see the types of information we may collect from applicants and employees and how we use it, please click here.

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.