Manager Claims

ICW Group•San Diego, CA

24d•Hybrid

About The Position

The Manager Claims supports ICW Group’s mission to create the best insurance experience by driving operational excellence, regulatory compliance, accountability, continuous improvement, and service. The role leads the Claims Support Services department and its supervisors, guiding strategic initiatives, developing team members and future leaders, and ensuring consistent, effective service delivery across the claims department. The manager works across functions to advance claims strategy, meet performance goals, reduce claim costs, improve injured worker outcomes, and strengthen policyholder relationships. The position oversees workers’ compensation claims operations and the full claims lifecycle, ensuring timely, accurate, and compliant handling in accordance with jurisdictional requirements and company practices. It monitors performance indicators, analyzes trends, supports audits and process improvements, and partners with internal and external stakeholders to improve claim quality and customer experience. The manager also oversees team operations, staffing, performance, development, budgets, technology, workloads, and service requests while maintaining company policies, data quality, and IT security guidelines. This role directly supervises at least two employees and operates in an office environment. It requires frequent use of standard office equipment and travel of up to 15%. The listed salary range is $104,125.20–$175,599.98, exclusive of benefits and potential bonuses. ICW Group is not offering employment sponsorship for this opportunity.

Requirements

Bachelor’s degree from a four-year college or university, or an equivalent combination of education and experience.
At least 5 years of related workers’ compensation claims experience.
At least 1 year of supervisory or management experience supervising claims professionals.
Prior multi-state claims insurance experience managing high-volume caseloads.
May require claims adjuster experience, depending on the team the position will lead.
Good computer skills, including experience with Microsoft Office products, claims management systems, and databases, and the ability to learn new software and tools.
Advanced understanding of workers’ compensation claims principles and applications.
Solid interpersonal skills and the ability to develop good working relationships.
Excellent verbal and written communication, time-management, and organizational skills; ability to present information effectively to direct reports, peers, management, and public forums.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Experience with process improvement methodologies, workflow optimization, and operational excellence programs.
Demonstrated ability to distill complex information into clear, actionable guidance.
Data-driven decision-making skills and a high level of attention to detail.
Ability to meet the physical requirements of an office environment, including regularly sitting, walking, standing, talking, and hearing.

Nice To Haves

Insurance Education Association (IEA) Certificate.
Workers Compensation Claims Professional (WCCP) Accreditation.
Chartered Property Casualty Underwriter (CPCU) designation.

Responsibilities

Monitor KPIs, including claim duration, reserve accuracy, litigation rates, and customer satisfaction; analyze trends and identify actions to improve outcomes and reduce loss costs.
Partner with Quality Assurance, Training, and other internal teams to strengthen processes and claim quality.
Support audits, compliance reviews, and continuous improvement initiatives.
Build relationships with policyholders, brokers, medical providers, and legal partners to support claim resolution and service excellence.
Collaborate with Underwriting, Risk Management, and Safety to address claim drivers and support policyholder retention.
Ensure clear and timely communication with injured workers to support recovery and return-to-work efforts.
Work with other Claims managers to promote consistency, alignment, and shared best practices.
Participate in strategic planning, department initiatives, and enterprise projects to enhance claims operations.
Oversee the full lifecycle of workers’ compensation claims and ensure timely, accurate, and compliant handling in accordance with jurisdictional requirements and company practices.
Develop and lead claims professionals to support daily operations; guide team members and communicate the company’s mission, values, and operating principles.
Establish the team’s work cadence and partner with department leadership to achieve strong performance and customer outcomes.
Foster engagement, development, recognition, and retention among team members.
Establish hiring criteria, onboarding, and training requirements for incoming staff.
Manage performance and support development through goal setting, coaching, and ongoing feedback.
Serve as a resource to team members, answer questions, and help resolve complex problems.
Manage department budgets, technology and other resources, workloads, and customer requests for department services.
Maintain compliance with company policies, procedures, and assigned responsibilities; safeguard data quality, follow IT security guidelines, and monitor risk-related metrics.
Interview, hire, train, assign, and direct employees; conduct performance and salary reviews; reward and discipline employees; address complaints; resolve problems; and coach, mentor, and develop team members.
Create and monitor development plans, set performance expectations and goals, and forecast staffing needs while planning for peak periods and absences.
Enforce department policies and procedures.