Claims Team Manager, Auto Bodily Injury

Zurich Insurance Group•Omaha, NE

11d•Hybrid

About The Position

Zurich North America Claims is hiring a Claims Team Manager to lead its Auto Bodily Injury claims team. The hybrid work model offers flexibility to work from a preferred location, with occasional in-office attendance expected. The selected candidate must be able to report to a North American Claims office in Dallas, Atlanta, Schaumburg, Overland Park, Omaha, or Gold River (Sacramento). The manager leads, coaches, and develops Auto Bodily Injury Claims Handlers; oversees non-litigated claims from low to high exposure; and drives claim quality, service, productivity, and financial results. The role includes managing team resources and inventory, guiding claim strategies and evaluations, ensuring timely and compliant claim handling, and building effective relationships with customers, brokers, and internal partners. The manager also monitors operational performance and expenses, addresses escalations, and leads changes that support Zurich's claims strategy and operating model.

Requirements

Juris Doctor and at least 5 years of experience in Claims; or bachelor's degree and at least 6 years of experience in Claims; or high school diploma or equivalent and at least 8 years of experience in Claims.
Customer service experience.
Experience with Microsoft Office.
Experience collaborating across work groups.
Knowledge of insurance legal statutes and procedures.
Knowledge of the insurance industry, claims, and the insurance legal and regulatory environment.

Nice To Haves

Prior direct people-management experience, including setting expectations, coaching performance, developing talent, and fostering an inclusive and accountable team environment.
Experience handling auto bodily injury claims involving liability, causation, damages, and coverage.
Demonstrated judgment in evaluating exposure, setting reserves, establishing claim strategy, exercising settlement authority, and escalating material risks.
Experience managing team performance using operational metrics, file-quality results, and action plans for inventory, cycle time, reserve accuracy, leakage, productivity, and customer outcomes.
Strong working knowledge of multi-jurisdictional auto liability laws, regulatory requirements, internal controls, and claims governance.
Ability to influence across functions and organizational levels, manage escalations, and communicate clear recommendations to senior claims leadership.
Strong customer and broker relationship-management skills, balancing account expectations with sound claim handling, compliance, and financial discipline.
Excellent communication, negotiation, decision-making, and conflict-resolution skills, including the ability to lead through complex or sensitive claims and personnel matters.
Demonstrated success leading process, technology, or organizational change and translating claims strategy into executable team priorities.

Responsibilities

Lead, coach, and develop a team of Auto Bodily Injury Claims Handlers, setting performance expectations and fostering accountability, engagement, inclusion, and professional growth.
Coordinate teamwork activities and resource allocation to support inventory management, service delivery, and operational performance.
Provide technical and operational oversight of non-litigated auto bodily injury claims, including liability, causation, damages, coverage, reserves, and settlement.
Provide claim direction and technical guidance, and track and report quality, service, productivity, and financial metrics.
Ensure claims are investigated, evaluated, reserved, documented, and resolved accurately and on time in accordance with delegated authority, Zurich Claims Best Practices, customer instructions, and legal and regulatory requirements.
Review and approve claim strategies, evaluations, reserves, and settlement recommendations within delegated authority; escalate significant exposures, emerging issues, and matters outside authority as appropriate.
Conduct file and quality reviews and performance discussions to strengthen investigation, documentation, evaluation, negotiation, and resolution practices.
Use claim, service, and productivity data to monitor results, identify trends, and implement action plans addressing inventory, cycle time, reserve accuracy, quality, leakage, productivity, and customer outcomes.
Achieve customer satisfaction targets by maintaining relationships with internal colleagues, customers, and brokers; communicating proactively; responding to escalations; and resolving quality or service concerns.
Partner with Claims, Legal, SIU, Subrogation, Vendor Management, Underwriting, Risk Engineering, and other functions on claim-specific and portfolio-level issues.
Manage expenses by monitoring file assignments, staffing, and other costs to ensure efficient resource use.
Ensure compliance with state licensing requirements, unfair claims practices regulations, internal controls, audit standards, and applicable legal and regulatory obligations.
Lead change initiatives and support talent, process, and technology improvements that advance Zurich's claims strategy and operating model.