Director Casualty Claims

The Hanover Insurance Group•Worcester, MA

1d•$150,000 - $190,000•Hybrid

About The Position

Responsible for the strategic oversight and typically managing and leading Unit Managers and their employees within a Claims line of business or region. Delivers effective leadership, technical direction, performance management, communication, relationship building, decision making, and customer service. Develops and drives execution of our strategic initiatives and our most important processes to deliver high quality service and results. Participates in special projects and assignments. Responsible for assessing the present and future resource needs for employees and providing the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.

Requirements

Bachelor’s degree preferred with related claims experience
Proven track record leading and managing others
Possess strong business acumen and advanced claims technical knowledge
Anticipates needs of the customer and takes a proactive approach to ensure they are met.
Effectively and creatively utilizes all resources (systems, people, etc.) to manage daily operations
Flexible and able to change priorities as business needs arise
Ability to multi-task and prioritize
Teaching and coaching style of management. Serves as a role model in building effective relationships.
Understands and articulates claims operations in a way that drives and achieves results
Analytical and problem-solving skills are essential; anticipates issues, seeks out and analyzes information collaboratively to propose solutions. Takes ownership for a successful resolution.
Exhibits key attributes of Dynamic Leadership
Viewed as a change agent
Applies innovative thought process to solve problems and to improve outcomes
Leader amongst his or her peer group and can show examples of followership
Skilled in data analytics and the ability to switch from tactical to strategic
Effectively and diplomatically communicates with a wide-ranging audience from senior leadership to frontline adjusters
Ability to listen so the needs of the speaker can be accurately ascertained
Genuinely collaborates with a wide spectrum of individuals from senior leaders, internal business customers, agent partners to the frontline adjusting staff
Builds and fosters relationships with a focus on partnering
Influences peers to act despite having no direct authority over them
Filters and synthesize feedback provided
Proficient in the Office 360 suite, including the use of PowerPoint for presentation purposes

Responsibilities

Develop and execute key strategic initiatives and operational processes to drive improved results.
Management and oversight of processes/ initiatives to ensure cost effective operations.
Oversight of our reserving practices to ensure consistent and appropriate reserving.
Ensure high quality standards in claim handling are met by adherence to best practices.
Provide analysis through key metrics to measure and ensure initiatives are successful.
Provide innovative solutions to improve our claim handling, processes and protocols.
Ongoing activities associated with work product quality
Accountable for monitoring performance through various identified methods, provide feedback and coaching and take appropriate action.
Solicit and act on internal customer feedback on escalated claims.
Develop, recommend and authorize implementation of continuous improvement initiatives which may result in cost effective enhancements in quality and service.
Identify key issues and communicate to the proper audience in an appropriate and timely manner.
Act as an expert resource for direct reports, other teams, business units and claims leadership.
Lead and/or participate in initiatives that support claims strategies and financial goals.
Interact effectively with the SLT and act as a backfill for AVP as needed. Talent/Performance Management.
Monitors volume and business plans, utilizes technology and talent management to increase efficiency and scalability to support business needs.
Makes timely staffing recommendations within established models and participates in identifying the ideal candidate.
Identify and provide developmental opportunities through coaching and mentoring and builds succession plans.
Recognizes opportunities for technical and industry training as part of a personal and professional development program.
Sets cascading goals, gives and receives feedback, documents and delivers performance reviews, makes salary recommendations, addresses performance issues, creates and implements development plans while conforming to policies and other internal procedures.