Service Claims Operations Manager (Hybrid)

Hanover Insurance Group, Inc.; Richmond (VA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Hanover Insurance Group, Inc. is seeking a Manager of Service Claims in Richmond, VA. This full-time exempt role oversees a claims service team, guiding frontline investigations, performance management, and customer service excellence.

The position emphasizes mentorship, structured problem solving, and adherence to regulatory standards. The role requires 5–7 years of claims experience and a bachelor’s degree, with supervisory experience preferred. Hybrid work in Richmond, VA, two days in office.

Qualifications

• Bachelor’s degree; Generally, 5–7 years related claims experience; supervisory experience preferred but not required
• Proficient 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

Responsibilities

• 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 and data tools; provide feedback and implement improvement plans
• 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 of insurance and legal principles to support investigations and evaluations
• Lead negotiations in contested claims and manage settlements within authority
• Ensure compliance with claim handling guidelines and policies
• Provide regular updates and reports to senior management and other departments

Skills

Analytical Reasoning

Customer Centricity

Digital Fluency

Persuasion and Influence

Professional Insurance Acumen

Planning and Execution

Education

Bachelor's degree

Tools

Microsoft Office Suite

Claims management systems

Data analysis tools

Job description

Hanover Insurance Group, Inc. is seeking a Manager of Service Claims in Richmond, VA. This full-time exempt role oversees a claims service team, guiding frontline investigations, performance management, and customer service excellence.

The position emphasizes mentorship, structured problem solving, and adherence to regulatory standards. The role requires 5–7 years of claims experience and a bachelor’s degree, with supervisory experience preferred. Hybrid work in Richmond, VA, two days in office.