CGL Manager Casualty Claims

Hanover Insurance Group•Richmond, VA

8d•Hybrid

About The Position

The Manager Casualty Claims oversees the daily operations of a claims handling team, including claim investigation and evaluation, and leads employees to foster an engaged, high-performing workforce aligned with organizational goals. The role supports effective front-line claims handling through 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. The position monitors employee performance, develops improvement initiatives, oversees fraud prevention, supports complex claims and litigation, approves reserves and settlements outside individual authorities, and manages claim-handling and litigation costs. It also leads negotiation in contested claims, ensures compliance with claims guidelines and legal requirements, and provides updates and reports to senior management and other departments. This is a full-time, exempt role with a hybrid work schedule requiring two days in the office in Richmond, Virginia.

Requirements

Bachelor’s degree.
Generally, 5–7 years of related claims experience.
Proficiency with Microsoft Office Suite, including Word and Excel, claims management systems, and data analysis tools.
Ability to cultivate a high-performing team through mentoring, coaching, and fostering a positive work environment.
Skill in leading negotiations with stakeholders to achieve fair outcomes while maintaining policy and financial integrity.
Ability to resolve complex or sensitive disputes with empathy and adherence to 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 organizational skills and ability to manage complex projects and 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 compliance with regulatory standards.
Ability to make informed, independent decisions within authority while evaluating risks and financial implications.
Understanding of how to align team performance with broader business goals and resource planning.

Nice To Haves

Supervisory experience.

Responsibilities

Oversee the day-to-day operations of a claims handling team, including claim investigation and evaluation.
Monitor and assess employee performance through spot checks and data tools; provide feedback and implement improvement plans.
Develop and implement continuous improvement initiatives to enhance the quality and consistency of investigations.
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 employee investigations and evaluations.
Track operational measures, analyze reports, and reinforce goals.
Handle escalated complaints or disputes and work toward amicable resolutions while maintaining positive client relationships.
Use technology and talent management approaches to improve efficiency and scalability; analyze claims data for trends, improvement opportunities, and cost savings.
Evaluate and approve reserves and settlements outside individual authorities.
Monitor and control claim-handling expenses and review settlement proposals for reasonableness and justification.
Support and mentor others and demonstrate proficiency in contractual indemnification.
Oversee, manage, and direct litigated claims; mentor others on claim approach.
Collaborate with legal teams on litigation handling and analyze claims for strengths, weaknesses, and risks.
Manage and report on litigation outcomes to identify trends and areas for improvement.
Monitor litigation costs against budget and evaluate litigation’s financial impact on the company.
Ensure accurate documentation and compliance with legal requirements in litigated claims.
Guide the development of policies, procedures, and training and development programs for claims handlers on litigation support.
Lead negotiations in contested claims within the unit’s scope, 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.