Director Casualty Claims

About the role

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.

Responsibilities

• Develop and execute key strategic initiatives and operational processes to drive improved results.
• Manage and oversee processes/initiatives to ensure cost-effective operations.
• Oversight of reserving practices to ensure consistent and appropriate reserving.
• Ensure high quality standards in claim handling by adherence to best practices.
• Provide analysis through key metrics to measure and ensure initiatives are successful.
• Provide innovative solutions to improve claim handling, processes, and protocols.
• Ongoing activities associated with work product quality.
• Monitor 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

• 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.

Requirements

• 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.
• Able 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.
• 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.
• Filters and synthesizes feedback provided.
• Proficient in the Office 360 suite, including the use of PowerPoint for presentation purposes.

Qualifications

• Ability to multi-task and prioritize.
• Teaching and coaching style of management.
• 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.
• 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.
• 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.
• Filters and synthesizes feedback provided.
• Proficient in the Office 360 suite, including the use of PowerPoint for presentation purposes.

Skills

• Strong business acumen and advanced claims technical knowledge.
• Proven track record leading and managing others.
• 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.
• Teaching and coaching style of management.
• 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.
• 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.
• 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.
• Filters and synthesizes feedback provided.
• Proficient in the Office 360 suite, including the use of PowerPoint for presentation purposes.

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 IDEOn-site medical/wellness center (Worcester only).
• Click here for the full list of Benefits.