Director Complex Claims

About the role

The Hartford Steam Boiler Inspection and Insurance Company (HSB) seeks an experienced and strategic Director, Complex Claims to lead our Large Loss and Complex Claims team. In this highly visible leadership role, you will oversee the handling of large exposure and complex claims while driving exceptional claims quality, customer service, operational excellence, and team performance. You will provide technical oversight and guidance on complex claim matters, mentor and develop high-performing claims professionals, and help shape the strategic direction of a critical claims function. This position offers the opportunity to influence organizational results, implement meaningful improvements, and partner closely with senior leaders across Claims, Legal, Underwriting, Marketing, and other business areas.

Responsibilities

• Lead Claims Quality and Customer Service: Ensure the team consistently delivers high-quality claim outcomes aligned with established claims management standards. Create an environment that delivers exceptional customer experiences and market differentiation. Oversee claims training, development, and quality assessment programs. Drive continuous improvement initiatives focused on claims quality and customer service excellence.
• Develop and Inspire Talent: Build and maintain an engaged, high-performing team environment. Mentor, coach, and develop claims professionals to strengthen technical expertise and leadership capabilities. Own team performance results and ensure achievement of organizational goals. Make thoughtful and pragmatic decisions regarding people, processes, systems, and structure. Recognize high performance while proactively addressing performance opportunities.
• Drive Business Performance: Identify performance trends and implement action plans that achieve measurable results. Support organizational initiatives and operational priorities. Manage expenses with discipline and accountability. Promote compliance and execution excellence across all aspects of the operation.
• Grow as a Leader: Stay informed of industry developments and emerging trends. Seek feedback and pursue opportunities for professional growth. Participate in strategic projects that broaden organizational impact and leadership effectiveness.

Education and experience

• Bachelor's degree required
• 10 or more years of claims handling experience
• 5-10 years of experience managing large exposure and/or complex claims involving coverage analysis, liability determination, investigation, evaluation, negotiation, and settlement
• Proven leadership experience managing and developing claims professionals across varying levels of expertise and tenure
• Demonstrated experience leading teams, driving performance, and implementing strategic initiatives within a claims organization

Skills and qualifications

• Strong leadership abilities with a proven track record of coaching, mentoring, and developing high-performing teams
• Ability to drive claims quality, customer satisfaction, and operational excellence across a claims organization
• Strong analytical and decision-making skills with the ability to assess technical, functional, and financial information
• Expertise in coverage interpretation, reserve adequacy, liability analysis, negotiation, and complex claim resolution
• Deep understanding of large loss and complex claims management principles
• Excellent communication and relationship-building skills with the ability to influence stakeholders at all levels of the organization
• Strong customer focus and ability to collaborate effectively with Legal, Underwriting, Client Companies, Marketing, and other business partners
• Ability to lead organizational change initiatives and execute mission-critical objectives
• Experience managing team performance, identifying trends, and implementing continuous improvement initiatives
• Flexibility and adaptability in a fast-paced, evolving environment
• Ability to foster teamwork, accountability, conflict resolution, and a culture of continuous development

Pay

The base salary range anticipated for this position is $130,000 - $185,000, plus opportunity for company bonus based upon a percentage of eligible pay.

Benefits

• Two options for health insurance plan (PPO or High Deductible) with prescription drug coverage
• Vision and dental insurance plans
• Basic life insurance equal to 1x annual salary and AD&D coverage equal to 1x annual salary at no cost
• Short and Long Term Disability coverage
• Supplemental Life and AD&D plans for self and dependents (Spouse/domestic partner and children)
• Voluntary Benefit plans (Accident, Critical Illness and Hospital Indemnity)
• Robust 401k plan with up to a 5% employer match
• Retirement savings plan that is 100% company funded
• Paid time off that begins with 24 days each year, with additional days at milestone service anniversaries
• Eligibility for a yearly bonus as a Munich Re employee
• Health and wellness programs at no cost
• Paid time off for eligible family care needs
• Tuition assistance and educational achievement bonuses
• Corporate matching gifts program
• Paid time off to volunteer in the community

Schedule

This is a full-time position with paid holidays and paid time off (PTO).