Supervisor, Physical Damage (Hybrid)

Key Responsibilities

• Lead, coach, and develop a high-performing team of claims professionals
• Set clear expectations, monitor performance, and drive accountability for results
• Provide real-time coaching to strengthen technical and customer handling skills
• Support employee development, engagement, and succession planning
• Oversee the investigation, evaluation, and resolution of first- and third-party physical damage claims, including coverage and liability determinations
• Ensure timely, accurate claim handling aligned with company standards and business objectives
• Manage complex and escalated claims, providing guidance and decision support
• Maintain and drive performance across key metrics (inventory, cycle time, quality, service, and closures) and continuously improve processes
• Elevate customer experience by owning and driving outcomes, ensuring consistency, efficiency, and quality of service
• Coach team members to deliver clear, concise, and empathetic communication
• Monitor service performance and implement improvements to enhance customer and agent experience
• Resolve escalated customer and agent concerns and strengthen partnerships with internal teams and agencies
• Use reporting and analytics to identify trends and drive performance improvement
• Ensure compliance with company standards and regulatory requirements, including DOI and 93A/176D
• Oversee litigation strategy, exposure, and resolution
• Lead and review responses to regulatory inquiries, complaints, and 93A demands
• Identify and implement process and workflow improvements to enhance efficiency and quality

Qualifications

• Bachelor’s degree or advanced knowledge in a specialized field preferred; equivalent experience will be considered.
• Typically requires:
• 7–9 years of relevant experience, or
• Associate degree (or equivalent) with 9–11 years of experience
• Insurance coursework strongly preferred; Casualty and/or SIU experience a plus
• Demonstrated leadership ability with strong coaching, team development, and performance management skills
• Strong knowledge of claims handling, including coverage, liability, and regulatory requirements
• Proven ability to analyze data, identify trends, and implement process improvements in a fast-paced environment
• Strong decision-making and problem-solving skills with the ability to manage complex and escalated issues
• Excellent communication and interpersonal skills, with the ability to build relationships and influence across teams
• Ability to manage competing priorities, adapt to change, and deliver results under pressure
• Proficiency with claims systems, reporting tools, and performance metrics

Why Mapfre?

• Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.
• Comprehensive Benefits: Enjoy competitive health coverage, retirement plans, paid time off, flexible work options, and lifestyle perks like employee discounts.
• Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.
• Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.
• Pay Philosophy: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range

$80,000 - $110,000