Auto PIP - Manager Casualty Claims

The Manager Casualty Claims is a full-time, exempt role with a hybrid work schedule at one of our Hanover offices: Itasca, IL; Worcester, MA; Richmond, VA; Syracuse, NY; Southfield, MI; Howell, MI; or Grand Rapids, MI.

About the role

The Manager Casualty Claims is responsible for the daily oversight of the claims 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 claims handling 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.

Responsibilities

• Oversee the day-to-day operations of a claims 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.
• 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.
• Oversee, manage, and direct litigated claims; mentor others on approach.
• Collaborate with legal teams to ensure proper handling of litigation cases; analyze claims to identify strengths, weaknesses, and potential risks associated with litigation.
• Manage and report on litigation outcomes to identify trends and areas for improvement.
• Monitor and manage litigation costs to ensure they remain within budget and evaluating the financial impact of litigation on the company.
• Ensure accurate documentation and compliance with legal requirements in litigated claims.
• Provide guidance on the development of policies and procedures and training and development programs for claims handlers on litigation support.
• 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 claims 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).

Requirements

• 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

• 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)