Manager, Casualty Claims (Auto)

Encova Insurance•Ohio, home-based, OH

2d•$86,744 - $138,790•Hybrid

About The Position

Encova is seeking a Manager, Casualty Claims with a focus on Personal and Commercial Auto claims, as well as Premises Liability and Bodily Injury claims. This role will manage claims operations, drive best-in-class outcomes, and ensure exceptional service for customers and business partners. The ideal candidate must reside in a state where Encova is authorized to employ associates, as listed below, and be willing to travel to Ohio occasionally for in-person meetings and other business-related events as needed. JOB OBJECTIVE: Coach, monitor and direct claims handling activities and staff within a casualty resolution team. Coach, manage, direct and provide development opportunities for claims resolution specialists. Work closely with the Director of Claims to execute claims strategies to meet or exceed short and long-term goals, specifically in the areas of leadership development, loss cost management and customer experience. ESSENTIAL FUNCTIONS: Coach, manage, direct and provide development opportunities for casualty resolution specialists within the region in preparation for future opportunities. Effectively communicate and support the claims organization’s mission, strategic vision and the achievement of the overall claims operations objectives. Ensure claims resolution specialists resolve claims in conformance with applicable company policies, practices, procedures and state Fair Claim Practices acts. Provide vision and leadership to ensure claims objectives are met and are in line with the mission of the organization. Identify opportunities to apply technology and business processes in innovative ways to reduce costs, improve quality and efficiencies and enhance services. Model leadership behaviors, motivate staff and promote a positive work environment. Work with the Director of Claims to analyze region operations and lead in the development, implementation and continuous improvement of metrics, processes, initiatives, service and overall results. Effectively manage the cost containment strategies, expense management and region’s expense budget. Collaborate with sales, underwriting, actuarial, finance and other stakeholders to ensure knowledge sharing on loss developments and risk exposures and to maintain open lines of communication with those serviced by the claims organization. Communicate with agents verbally, in writing and through personal agency visits. Develop claims resolution specialists in the casualty team through direct counseling, periodic group training and day-to-day discussion of files. Monitor and provide feedback on claims resolution specialist activities, file quality and results through periodic and scheduled file reviews as required. Effectively communicate information pertaining to company procedures, policies and practices. Conduct regular associate performance reviews and administer the salaries of all associates in the casualty resolution team. OTHER FUNCTIONS: Participate in boards and provide claims resolution specialists with authority on claims files as needed. Participate in or lead various projects within the claims operations as directed. May assume the duties of the Director of Claims in their absence. Other duties as assigned.

Requirements

Bachelor’s Degree from an accredited college or university or equivalent in insurance or business is required.
Sufficient experience as a claims resolution specialist or in a leadership position in claims at Encova Insurance or its equivalent in the industry.
Internal candidate must actively demonstrate the skills and abilities listed in the claims resolution specialist job description.
Internal candidates must have achieved an overall performance rating of at least “Meets Expectations” in the last two annual performance reviews.
Excellent communication skills.
Demonstrated leadership, management and collaboration skills.
Ability to lead, motivate and drive performance.
Excellent interpersonal and conflict resolution skills.
Strong analytical, research, and problem solving skills.
Ability to work effectively in a team environment.
Self-directed and able to work independently.
Knowledge of current systems, applications and tools.
Knowledge of claims operations, including procedures, controls and organization.
Thorough knowledge of commercial and personal casualty products.
Thorough knowledge of claims best practices, procedures, policies and guidelines.
Strong knowledge of the law as it relates to insurance and insurance policies.
Must reside in a state where Encova is authorized to employ associates (Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin).

Nice To Haves

Professional insurance designations, such as CPCU, strongly preferred.

Responsibilities

Coach, monitor and direct claims handling activities and staff within a casualty resolution team.
Coach, manage, direct and provide development opportunities for claims resolution specialists.
Execute claims strategies to meet or exceed short and long-term goals, specifically in the areas of leadership development, loss cost management and customer experience.
Ensure claims resolution specialists resolve claims in conformance with applicable company policies, practices, procedures and state Fair Claim Practices acts.
Provide vision and leadership to ensure claims objectives are met and are in line with the mission of the organization.
Identify opportunities to apply technology and business processes in innovative ways to reduce costs, improve quality and efficiencies and enhance services.
Model leadership behaviors, motivate staff and promote a positive work environment.
Analyze region operations and lead in the development, implementation and continuous improvement of metrics, processes, initiatives, service and overall results.
Effectively manage the cost containment strategies, expense management and region’s expense budget.
Collaborate with sales, underwriting, actuarial, finance and other stakeholders to ensure knowledge sharing on loss developments and risk exposures and to maintain open lines of communication with those serviced by the claims organization.
Communicate with agents verbally, in writing and through personal agency visits.
Develop claims resolution specialists in the casualty team through direct counseling, periodic group training and day-to-day discussion of files.
Monitor and provide feedback on claims resolution specialist activities, file quality and results through periodic and scheduled file reviews as required.
Effectively communicate information pertaining to company procedures, policies and practices.
Conduct regular associate performance reviews and administer the salaries of all associates in the casualty resolution team.
Participate in boards and provide claims resolution specialists with authority on claims files as needed.
Participate in or lead various projects within the claims operations as directed.
May assume the duties of the Director of Claims in their absence.
Other duties as assigned.