Sr Mgr Specialized Claims-Major Case Unit

The Hanover Insurance Group•Worcester, MA

38d•Hybrid

About The Position

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture. Our major case unit is currently seeking a Sr. Manager Specialized Claims to join our growing team. We offer a flexible hybrid work model that supports a blend of in-office and remote work. Fully remote work arrangements are also considered. This is a Full Time/Exempt role. Position Overview: The Sr Mgr. Specialized Claims is responsible for leading a team of experienced claims adjusters handling the company’s highest exposure and most complex specialized claims. This manager will be tasked with developing a team of liability claim professionals to handle complex construction defect claims and environmental and continuous trigger property damage claims. This role oversees daily operations, drives strategic initiatives, and ensures effective claims handling aligned with organizational goals. The manager sets clear objectives, leads projects, and provides coaching and mentorship to build and sustain a high performing, engaged workforce. Additionally, the role assesses current and future resource needs and may directly manage a personal caseload of high-exposure claims.

Requirements

Bachelor’s degree preferred with related claims experience.
JD or equivalent experience strongly desired.
Skilled in Microsoft Office Suite (Word, Excel), claims management systems, and data analysis tools for documentation, reporting, and process optimization.
Skilled in developing and executing negotiation strategies for high-stakes claims while maintaining organizational integrity and long-term objectives.
Exceptional verbal and written communication skills across all audiences; able to lead communication initiatives, deliver impactful messaging, and foster engagement through active listening.
Proven ability to coach and develop individuals and teams, including level one managers, to support long-term career growth and build a culture of continuous learning and innovation.
Highly organized with the ability to manage complex projects and workflows; adept at developing and implementing organizational strategies.
Capable of designing and executing empathetic customer service strategies; recognized for delivering exceptional service and building trust-based relationships.
Able to make sound decisions in high-impact or ambiguous situations, balancing competing demands while ensuring compliance and alignment with corporate goals.
Demonstrated authority in insurance claims handling, including policy coverage analysis, legal liability, and investigative protocols.
Extensive experience applying jurisdictional requirements and managing significant legal or reputational risks; recognized authority in regulatory matters.
Experience overseeing strategic decision-making across a business unit, incorporating data insights and long-term planning.
Proficient in using Microsoft Office Suite, claims management software, and data tools for reporting, analysis, and process optimization.
Experience driving talent development and management to increase efficiency and scalability in support of corporate growth and service initiatives.
Must possess or secure and maintain appropriate state adjuster license(s) and continuing education credits.

Responsibilities

Lead and manage a team of adjusters handling the company’s largest and most complex specialized claims.
Provide daily oversight of operations, workflow, and resources to ensure effective claims handling aligned with business strategies.
Develop and drive strategic initiatives across the claim’s lifecycle.
Collaborate with leadership to assess current and future resource needs and implement continuous improvement efforts that enhance quality, service, and cost efficiency.
Monitor team performance through file reviews, data analysis, and customer feedback.
Provide coaching, mentoring, and development opportunities.
Make staffing recommendations, participate in hiring and disciplinary actions, and manage salary administration linked to performance.
Serve as a subject matter expert in specialized claims areas (e.g., legal/medical malpractice, professional liability, cyber liability).
Review and approve complex reserves and settlements beyond unit manager authority.
May directly handle extraordinary claims or losses.
Oversee litigation strategy, including directing outside counsel, attending mediations, and serving as a corporate representative.
Ensure compliance with legal and regulatory requirements and manage litigation-related expenses.
Utilize technology and reporting tools (e.g., Power BI, CMX, EDI) to track performance, analyze trends, and reinforce goals.
Create and update all monthly reports to claim and business leaders related to these specific claim types.
Lead quality file review teams and contribute to policy development through white papers and best practice recommendations.
Build strong relationships with internal and external stakeholders.
Anticipate customer needs, resolve escalated issues, and ensure exceptional service delivery.
Collaborate with Distribution through agency visits and marketing meetings.
Prepare and deliver reports on business trends, financial activity, and claim outcomes.
Communicate key issues and strategic insights to appropriate audiences, adapting style to ensure clarity and alignment.