Manager, Claims

Responsibilities

• Oversee a team of claims professionals, ensuring timely, fair, and compliant resolution of claims.
• Play a key role in managing loss costs and loss adjustment expenses, directly supporting profitability and operational efficiency goals.
• Train, mentor, and supervise claims unit staff to ensure customer service, file quality, and staff productivity objectives are met.
• Mentor staff by providing timely and specific feedback to staff.
• Monitor claim files to evaluate the quality of investigation; coverage analysis; identification of liability/compensability and damages; documentation and reporting; accurate and timely reserving; and goal-oriented action planning.
• Monitor claim file data quality for accuracy.
• Provide technical advice and identify coaching opportunities to enhance file quality and individual job performance.
• Manage loss costs and loss adjustment expenses to support the company business plan objectives related to profitability and expense management.
• Monitor and drive efficient and cost-effective utilization of outside vendors.
• Examine files for timely and accurate assessment of damages.
• Provide technical advice and direction to staff.
• Partner with other company departments, including Underwriting, Risk Services, Finance, and Actuary, to provide claim-specific reports and other information as appropriate.
• Perform Quality Audits in compliance with company guidelines to measure quality of file handling.
• Create and implement effective coaching/training action plans based on results.
• Contribute to CWG’s success by establishing individual staff performance and development goals, measuring results, rewarding achievement, or taking corrective action as needed.
• Partner with claims unit staff individually to provide direction, support, and monitor career development plans.
• Identify, develop and implement unit training and department-wide training as appropriate.
• Participate in Claims-related projects.
• Provide input to Claims leadership regarding trends and changes in the legal environment and State/jurisdictions.
• Partner with other company departments including Underwriting, Risk Services, Legal, Finance, and Actuary to provide input regarding trends and changes in Claims environment and to provide training and Claims perspective as appropriate.

Qualifications

• 5+ years related claims experience and/or training, or equivalent combination of education and experience.
• A bachelor’s degree is preferred but not required.
• Ability to travel on an occasional basis and receive communications after business hours from claims staff.
• Able to organize, prioritize, and manage multiple tasks in a fast-paced environment; quickly and professionally respond to customer inquiries; effectively manage a project and/or lead a team; lead people and get results through others (on-site and remote staff); communicate effectively with all levels of the organization; and attract, coach and develop talent.
• Possess strong customer orientation, problem analysis and problem resolution skills, and interpersonal and communication skills, including presentation skills.
• Regularly and consistently demonstrate a commitment to company values and guiding principles.
• Proficient with Microsoft Word, Excel, PowerPoint, and Outlook.
• Valid driver’s license for travel.

What Makes You Stand Out

• Bachelor’s degree in Business Management or Administration.
• Previous leadership experience.
• Complex claims handling experience, including areas such as Construction Defect, Directors & Officers Liability, Toxic Tort, Employers Liabilty, Public Officials Liability and high severity losses.
• Completion of any of the following; AIC, CPCU, SCLA or similar designation.