Manager Divisional Claims Auto
About The Position
Mercury is seeking a Divisional Claims Manager to serve in a director-level leadership role over the Auto Claims organization and related operational workflows that support accurate claim routing, efficient handling, and strong customer outcomes across personal lines auto claims. This leader will oversee a geographically dispersed organization of ~200+ employees that includes Low Touch Claims, Coverage Investigations, Subrogation, Rental, Med Pay, and Theft/Fire. The role has accountability for operational performance, service, compliance, expense management, claim assignment accuracy, transfer governance, employee experience, innovation, change management, and leadership development. This role is designed for a leader who can translate strategy into action, use data driven leadership to improve outcomes, lead through change, and build a strong bench of future leaders. The Divisional Claims Manager will partner across Claims, QA, Innovation, Product, Underwriting, Sales, Customer Experience and other business teams to improve segmentation, workflow design, customer service, and overall efficiency.
Requirements
- Bachelor’s degree.
- Adjuster licensing as required by regulators.
- 10 years of complex claims handling experience, particularly leading complex coverage investigations, including at least 7 years in a leadership role, or an equivalent combination of education and experience.
- Advanced knowledge of claims procedures, systems, coverage, evaluation, liability, estimating, settlement, and applicable legal and regulatory compliance standards.
- Strong analytical capability, including the ability to reconcile data, identify trends, diagnose root causes, and convert analysis into business action.
- Strong written and verbal communication skills, including the ability to present complex operational issues clearly to senior leadership and business partners.
- Demonstrated ability to lead through change, influence large groups, and exercise independent judgment on sensitive people, legal, and business matters.
- Strong conflict management, problem-solving, and relationship management skills.
- Proficiency with Microsoft Office tools and claims-related systems.
- Strong organization, follow-through, and attention to detail.
Nice To Haves
- CPCU, AIC, or other insurance-related designations.
- Experience leading high-volume operational claims workflows.
- A track record of improving claim assignment logic, process design, and measurable operational results.
- Seeks growth within and beyond this role.
Responsibilities
- Lead Auto Claims operations with accountability for performance, customer outcomes, compliance, expense management, and talent results.
- Oversee the handling strategy and operational execution for Low Touch Claims, Coverage Investigations, Subrogation, Rental, Med Pay, and Theft/Fire.
- Direct the investigation and resolution of complex claims issues while providing strong technical and administrative guidance across large teams.
- Own claim routing and transfer performance by identifying root causes of mis-segmentation, unnecessary transfers, and workflow breakdowns.
- Use data and detailed analysis to monitor transfer volume, assignment accuracy, capacity, productivity, and emerging operational trends, and provide executive-level reporting and recommendations.
- Partner with FNOL, QA, Innovation, and operational leaders to improve initial claim setup, reduce avoidable handoffs, and strengthen process discipline.
- Oversee transfer criteria and file movement decisions.
- Balance workloads and resources across teams, including exception capacity and specialty assignments, to support continuity and business results.
- Lead change initiatives, tests and learns, and process improvements that increase efficiency, accuracy, and service quality.
- Build a strong leadership culture through coaching, performance management, talent development, succession planning, and clear accountability.
- Create a productive and supportive work environment with high engagement, strong morale, and a focus on world-class claims service.
- Partner cross-functionally to support portfolio management, product implementation, growth, and business profitability.
- Travel as needed to support leadership presence, business priorities, and organizational alignment.
Benefits
- Competitive compensation
- Flexibility to work from anywhere in the United States for most positions
- Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
- Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
- Medical, dental, vision, life, and pet insurance
- 401 (k) retirement savings plan with company match
- Engaging work environment
- Promotional opportunities
- Education assistance
- Professional and personal development opportunities
- Company recognition program
- Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more
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What This Job Offers
Job Type
Full-time
Career Level
Manager
