AVP Team Manager

Hiscox•Atlanta, GA

4d•Hybrid

About The Position

Build a brilliant future with Hiscox About Hiscox USA: Hiscox USA underwrites small- to mid-market commercial risks through brokers, other insurers and distribution partners and directly to businesses. In 2023, gross written premiums for the segment will represent over $1bn. Approximately 50% of the portfolio comprises small commercial business sold either online or through intermediaries, and the remaining 50% represents traditionally traded business intermediated through broking partners for Property and Casualty and Specialty Lines, including Professional Liability, Cyber, Technology and Media & Entertainment. Hiscox USA has built the digital business through ongoing investment in the brand, technology and operational capabilities. The business has pursued an omni-channel approach from its inception and is less constrained by the channel conflict that affects some competitors. Customers have a choice of buying policies online end-to-end, by connecting with a Hiscox agent over the telephone, or alternatively through a third-party broker or insurance carrier partner. The business follows an ‘all roads lead to Hiscox’ philosophy, ensuring it is available to do business with target customers whichever way they choose. The Team: The Hiscox US Claims team is a dynamic and growing group of technically minded professionals working together to provide superior customer service, through exemplary claims handling leading to positive claim outcomes. The Claims staff is empowered to manage their claims within given authority to provide fair and fast resolution of claims for our policy holder and broker partners. With strong growth across the US business, the Claims team is focused on delivering first in class claims service while reinforcing Hiscox’s strong brand built on a long history of outstanding claims handling. The Role: The AVP Team Manager – General Liability - is a leader in the Claims organization reporting to the Claim Director of Property & Casualty. This very important role is pivotal to the success of the Claims organization and the ability to achieve both Claims and Portfolio goals by developing, managing and motivating a team of engaged and high-performing Claims professionals. The role requires excellent technical claims handling skills, strong people management, the use and implementation of data to drive key performance metrics and the ability to lead through change. AVP’s provide managerial support, guidance and mentorship to their assigned team.

Requirements

At least 10 years of experience in handling claims. A JD from a law school with ABA accreditation may count as additional claims handling experience
5+ of experience in Commercial General Liability claims to include both Bodily Injury, Product Liability, Personal and Advertising Injury, and 3rd Party Property Damage experience. Construction Defect Claim handling experience is a plus.
4+ of Claims management experience
Expert knowledge of claims handling practices, including coverage analysis, litigation management and negotiation
Excellent analytical, critical thinking and communication skills are a must
Strong skills in building engagement, rapport and relationships with others
Advanced analytical skills for evaluating coverage and for developing and executing claim-handling strategies to achieve optimal claim results
Evidence of efforts to enhance product innovation, improve claims processes and/or gain a deeper understanding of other aspects of the business through training, interactions with external/internal stakeholders or other relevant projects
Technical leader who can address challenges that may come up from direct reports or others inside or outside of the organization
Ability to manage through uncertainty or change and address challenges and implement solutions
Experience in partnering with internal and external stakeholders, including Actuary, Underwriting, Legal and Risk Control
Dedication to excellent customer service
Ability to efficiently manage the claims load for your team by developing team, hiring top notch talent and providing hands-on training, mentoring, oversight and support
Insurance adjuster license(s), or willingness to obtain them

Responsibilities

Effectively manage the claims and claims volume through proper staffing of the team and active oversight of the claims, including assessing and allocating new incoming claims, reopened claims, and claims that may need to be transferred due to severity or complexity
Responsible for implementing and executing Hiscox’s Best Practices, including but not limited to reserve-setting and reserve timeliness, undertaking comprehensive coverage analysis, developing claim-handling strategy, in an effort to align with and deliver on Hiscox’s KPIs, execute on strategies to efficiently manage claims and claim outcomes and deliver excellent service as the business scales
Drive KPI’s and adherence to Hiscox’s Best Practices through managerial diary and file audits
Review and approve coverage correspondence, particularly matters involving coverage denials and sensitive or complicated coverage issues
Focus on litigation management and strategy within your direct team and across the wider Claims organization to achieve effectiveness and efficiencies of scale
Identify, assess and escalate key issues, trends and emerging risks impacting the US business to senior claims management
Establish collaborative relationships across our leadership, within Claims as well as other business areas
Hire, train, motivate and coach employees to provide excellent claim service while continually assessing employee performance and providing feedback and training opportunities
Act as the escalation point for customer and broker concerns or complaints to facilitate resolution efficiently and effectively
Assist Director in preparing and presenting reserve analysis and claims trends while taking an active and engaged role in the feedback loop between Claims, Underwriting and Actuarial teams

Benefits

401(k) with competitive company matching
Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)
Company paid group term life, short- term disability and long-term disability coverage
24 Paid time off days plus 2 Hiscox days,10 paid holidays plus 1 paid floating holiday, and ability to purchase up to 5 PTO days
Paid parental leave
4-week paid sabbatical after every 5 years of service
Financial Adoption Assistance and Medical Travel Reimbursement Programs
Annual reimbursement up to $600 for health club membership or fees associated with any fitness program
Company paid subscription to Headspace to support employees’ mental health and wellbeing
2024 Gold level recipient of Cigna’s Healthy Workforce Designation for having a best-in-class health and wellness program
Dynamic, creative and values-driven culture
Modern and open office spaces, complimentary drinks
Spirit of volunteerism, social responsibility and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation