Claims Team Manager (Construction Liability Claims)

Liberty Mutual Insurance•Westborough, MA

2d•$83,000 - $157,000•Hybrid

About The Position

This leadership role focuses on managing a team within the Construction Liability Claims department, handling moderate exposure, multi-party claims for significant owner/developers, general contractors, and subcontractors nationwide. The work involves challenging and fast-paced claims such as NY Labor Law, OCIP/CCIP programs, road construction losses, underground utility strikes, and major liability exposures on active job sites. The role emphasizes leading people, developing claims professionals, driving claim strategy, and coaching the team through complex construction claims. The ideal candidate will enjoy coaching talent, working on challenging claims, making difficult decisions, and contributing to a team that values integrity and timely action. The Claims Team Manager will lead a team of Claims Specialists managing a portfolio of Commercial Insurance aligned with Construction Liability claims to achieve optimal outcomes and deliver exceptional customer experiences. This role contributes to the organization's success by developing employees, fostering an appreciative work environment, and driving continuous improvement in a dynamic setting. The position is within the US Casualty practice, leading complex site and project-related claims nationally. Strong Commercial Casualty claims experience, including bodily injury, property damage, contract analysis, policy interpretation, and multi-party litigation, is preferred.

Requirements

Advanced knowledge of Commercial Liability and Auto Liability policies, with proven ability to interpret contracts and evaluate risk transfer, including indemnity, additional insured, and third-party exposure analysis required.
Proven success coaching and developing remote claims professionals, with the ability to drive accountability, engagement, and performance across a virtual team environment required.
Strong leadership skills in mentoring less experienced claims professionals through consistent feedback, claim file guidance, and intentional development plans tailored to a remote workforce required.
Knowledge and capabilities typically acquired through a BS/BA degree (or equivalent) and at least 6 years of related experience.

Nice To Haves

Construction liability claims experience strongly preferred, including exposure to owner/developers, OCIP/CCIP programs, NY Labor Law, complex third-party liability investigations, and multi-party litigation.

Responsibilities

Supervises the day-to-day operations for the claims staff by establishing priorities, scheduling and assigning work, and coaching employees in reviewing, analyzing, investigating, negotiating and settling claims in compliance with Claims Quality Standards.
Creates a high performing, results-oriented staff through candidate selection, onboarding, ongoing development, and managing individual performance with regular coaching focused on behavior and technical skill sets.
Leads and actively contributes to a culture of continuous improvement and ensures utilization of tools and behaviors within the Liberty Management System to foster critical thinking and innovation around problem solving and development of standard work.
Responsible for building and maintaining internal and external customer relationships. Serves as a primary point of contact for agents, brokers and policyholders.
Hosts and facilitates in person and/or telephonic claim reviews on a continuous cycle and ensures Special Service Instructions are managed appropriately.
Often called upon to do presentations for existing and prospective customers.
Provides management oversight of claims files (non-litigated or litigated) within the unit, to include Manager Reviews on open inventory and reviews files to measure quality assurance discusses individual training and development needs.
Coaches to improve technical expertise within the team.
Monitors, evaluates and approves, within assigned authority limits, claims reserves, settlements and payments that exceed staff authority thresholds.
Uses common reporting of data analytics to monitor claim production, inventory management, financial and quality compliance and claim volume trends and results. Data used to communicate team performance relating to production, significant achievements and areas for continuous improvement.
Manages compliance within internal and external parameters, including: Oversees Liberty Mutual/Helmsman state licensing compliance and adherence to fair claims practices.
Maintains awareness of existing and proposed legislation, court decisions and emerging trends in claims litigation to monitor team compliance with Unfair Claims Practices.