Manager Divisional Claims Auto
Position Summary
Mercury is seeking a Divisional Claims Manager to lead Auto Claims operations, focusing on accurate claim routing, efficient handling, and strong customer outcomes across personal lines auto claims. This role oversees a geographically dispersed organization of approximately 200 employees involved in various claim functions.
Responsibilities
Lead Auto Claims operations with accountability for performance, customer outcomes, compliance, expense management, and talent results.
Oversee the handling strategy and operational execution for Low Touch Claims, Coverage Investigations, Subrogation, Rental, Med Pay, and Theft/Fire.
Direct the investigation and resolution of complex claims issues while providing strong technical and administrative guidance across large teams.
Own claim routing and transfer performance by identifying root causes of mis-segmentation, unnecessary transfers, and workflow breakdowns.
Use data and detailed analysis to monitor transfer volume, assignment accuracy, capacity, productivity, and emerging operational trends, and provide executive-level reporting and recommendations.
Partner with FNOL, QA, Innovation, and operational leaders to improve initial claim setup, reduce avoidable handoffs, and strengthen process discipline.
Oversee transfer criteria and file movement decisions Balance workloads and resources across teams, including exception capacity and specialty assignments, to support continuity and business results.
Lead change initiatives, tests and learns, and process improvements that increase efficiency, accuracy, and service quality.
Create a productive and supportive work environment with high engagement, strong morale, and a focus on world-class claims service.
Partner cross-functionally to support portfolio management, product implementation, growth, and business profitability.
Travel as needed to support leadership presence, business priorities, and organizational alignment.
Qualifications
Minimum Bachelor’s degree.
Minimum Adjuster licensing as required by regulators.
10 years of complex claims handling experience, particularly leading complex coverage investigations, including at least 7 years in a leadership role, or an equivalent combination of education and experience.
Advanced knowledge of claims procedures, systems, coverage, evaluation, liability, estimating, settlement, and applicable legal and regulatory compliance standards.
Strong analytical capability, including the ability to reconcile data, identify trends, diagnose root causes, and convert analysis into business action.
Strong written and verbal communication skills, including the ability to present complex operational issues clearly to senior leadership and business partners.
Demonstrated ability to lead through change, influence large groups, and exercise independent judgment on sensitive people, legal, and business matters.
Strong conflict management, problem-solving, and relationship management skills.
Proficiency with Microsoft Office tools and claims-related systems.
Strong organization, follow-through, and attention to detail.
About The Company
Why choose a career at Mercury? At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it. Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life. We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.
Perks And Benefits
Competitive compensation
Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
Medical, dental, vision, life, and pet insurance
401 (k) retirement savings plan with company match
Engaging work environment
Promotional opportunities
Education assistance
Professional and personal development opportunities
Company recognition program
Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more