Manager Claims

ICW Group•Pleasanton, CA

1d•$104,125 - $175,600•Hybrid

About The Position

The Manager Claims supports ICW Group’s mission to create the best insurance experience by driving operational excellence, ensuring regulatory compliance, and fostering accountability, continuous improvement, and service. The position leads the Claims Support Services department and a team of Claims Support Services Supervisors, guiding strategic initiatives, supporting team development, and ensuring consistent, effective service delivery. The manager is accountable for claim outcomes, customer experience, performance metrics, and collaboration with internal stakeholders to reduce claim costs, improve injured worker outcomes, and strengthen policyholder relationships. This role oversees workers’ compensation claims operations and strategy, including the full claims lifecycle, jurisdictional compliance, performance monitoring, and resource management. It works cross-functionally with other Claims managers and teams such as Quality Assurance, Training, Underwriting, Risk Management, and Safety. The manager develops staff, establishes operating cadence and performance expectations, supports hiring and onboarding, and promotes employee engagement, development, recognition, and retention.

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 managing claims professionals.
Prior multi-state claims insurance experience managing high-volume caseloads.
Claims adjuster experience may be required, depending on the team the position will lead.
Good computer skills with MS Office products, claims management systems, and databases, and the ability to learn new software programs and tools.
Advanced understanding of workers’ compensation claims principles and applications.
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.
Ability to distill complex information into clear, actionable guidance.
Data-driven decision-making skills and a high level of attention to detail.

Nice To Haves

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

Responsibilities

Monitor key performance indicators such as claim duration, reserve accuracy, litigation rates, and customer satisfaction.
Analyze trends and provide actionable insights to improve outcomes and reduce loss costs.
Partner with Quality Assurance, Training, and other internal teams to strengthen processes and improve 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, 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 that enhance claims operations.
Oversee the full lifecycle of workers’ compensation claims, ensuring timely, accurate, and compliant handling.
Ensure adherence to jurisdictional requirements and ICW Group best practices.
Develop and lead a team of claims professionals to ensure daily operational success.
Guide team members and communicate the organization’s mission, values, and operating principles to direct reports.
Establish and maintain the team’s work cadence and, with department leadership, support excellent performance, outcomes, and customer experience.
Promote team engagement and leadership practices that encourage development, recognition, and retention.
Establish and follow hiring criteria, onboarding, and training requirements for incoming staff.
Manage performance and support team member development through goal setting, coaching, and ongoing feedback.
Serve as a resource to team members by answering questions and helping resolve complex problems.
Manage the department’s budget, technology and other resources, workload, and customer requests.
Maintain compliance with company policies, procedures, and assigned responsibilities.
Safeguard data quality, follow IT security guidelines, and monitor risk-related metrics.
Supervise at least two Claims team employees, including interviewing, hiring, training, assigning and directing work, conducting performance and salary reviews, addressing complaints, coaching and mentoring, monitoring development plans, setting goals, forecasting staffing needs, and enforcing department policies.