CGL Manager Casualty Claims

The Hanover Insurance Group•Richmond, VA

11d•$110,000 - $130,000•Hybrid

About The Position

The Manager Casualty Claims is responsible for daily oversight of a claims handling team, leading employees to foster an engaged, high-performing workforce aligned with organizational goals. The role ensures effective front-line claims handling and requires expertise in performance management, communication, decision-making, relationship building, and customer service. The manager assesses current and future resource needs and provides mentorship and guidance to support employee development and operational excellence. This is a full-time, exempt position with a hybrid schedule requiring two days in the office in Richmond, Virginia.

Requirements

Bachelor’s degree.
Generally, 5–7 years of related claims experience.
Skilled in Microsoft Office Suite, including Word and Excel, claims management systems, and data analysis tools.
Ability to build a high-performing team through mentoring, coaching, and fostering a positive work environment.
Skilled in leading negotiations with stakeholders to achieve fair outcomes while maintaining policy and financial integrity.
Ability to resolve complex or sensitive disputes empathetically and in accordance with organizational guidelines.
Effective verbal and written communication across diverse audiences and situations, including the ability to draft factual, objective work products.
Proficiency in developing others’ negotiation, communication, and organizational skills.
Strong organization and project-management skills, including the ability to develop scalable organizational strategies.
Expertise in developing empathetic customer-service strategies and delivering exceptional service.
Recognized authority in insurance principles, policy coverage, legal liability, and jurisdictional requirements.
Expertise in managing legal and reputational risks and ensuring regulatory compliance.
Ability to make informed, independent decisions within authority while evaluating risks and financial implications.
Understanding of aligning team performance with broader business goals and resource planning.

Nice To Haves

Supervisory experience.

Responsibilities

Oversee daily claims team operations, including claim investigation and evaluation.
Monitor employee performance through spot checks, phone listening, file reviews, and data tools; provide feedback and implement improvement plans.
Develop and implement continuous improvement initiatives to enhance investigative quality and consistency.
Create and enforce protocols to detect and prevent fraudulent claims, and review claims with potential fraud.
Apply technical knowledge, including comparative negligence laws across all 50 states, to support claim investigations and evaluations.
Track operational measures, analyze reports, and reinforce goals.
Handle escalated complaints and disputes, seeking resolution while maintaining positive client relationships.
Use technology and talent management approaches to increase efficiency and scalability; analyze claims data for trends, improvement opportunities, and cost savings.
Evaluate and approve reserves and settlements outside individual authorities.
Monitor claim-handling expenses and review settlement proposals for reasonableness and justification.
Support and mentor others, including demonstrating proficiency in contractual indemnification.
Oversee, manage, and direct litigated claims and mentor others on claim approaches.
Collaborate with legal teams on litigation handling and assess claim strengths, weaknesses, and risks.
Report on litigation outcomes to identify trends and improvement opportunities.
Monitor litigation costs and evaluate litigation’s financial impact on the company.
Ensure accurate documentation and legal compliance in litigated claims.
Guide the development of litigation-support policies, procedures, and claims-handler training programs.
Lead negotiations in contested claims, balancing indemnity and customer satisfaction.
Ensure compliance with claims-handling guidelines and policies.
Provide regular updates and reports to senior management and other departments, adapting communication to the audience.

Benefits

Medical, dental, vision, life, and disability insurance.
401(k) with company match.
Tuition reimbursement.
Paid time off.
Company-paid holidays.
Flexible work arrangements.
Cultural Awareness Day in support of IDE.
On-site medical/wellness center at the Worcester location.
Career development through on-the-job experiences, personalized coaching, and learning and development programs.
Additional compensation may include an annual bonus, long-term incentive, or spot recognition awards.