Supervisor, Commercial/Complex (Hybrid)

MAPFRE•Webster, MA

21d•Hybrid

About The Position

Join a highly skilled Commercial/Complex Claims Division where you will lead a team of Consultants and Senior Consultants, ensuring excellence in claim investigation, development, and settlement. In this leadership role, you will provide expert technical direction, cultivate a high-performing team, and drive outstanding customer service across complex, multi‑line, and multi-jurisdictional claims. You’ll partner closely with defense counsel, agents, and Underwriting, playing a critical role in identifying exposures, ensuring regulatory compliance, and delivering exceptional claims outcomes.

Requirements

Bachelor’s Degree or equivalent professional-level knowledge preferred; equivalent related experience will be considered.
7–9 years claims technical experience required (or Associate’s Degree + 9–11 years).
Prior supervisory experience in a claims environment strongly preferred.
Proven ability to innovate, implement workflow improvements, and operate in a fast-paced, multi-task environment.

Nice To Haves

Experience with environmental claims, multi-line field adjusting, and claims auditing is desirable.
Exposure to both personal and commercial auto and OTA claims is a plus.
Multi-state claim handling experience is preferred.

Responsibilities

Lead a team in the investigation, development, and settlement of complex and commercial claims while ensuring top-tier customer service.
Review and monitor claim files to ensure compliance with service standards, policies, and procedures.
Address and resolve customer and claimant concerns professionally and efficiently.
Ensure Division of Insurance inquiries and any potential bad-faith complaints are managed accurately and promptly.
Evaluate oral and written communications — including voicemail — to ensure clarity, empathy, and conciseness.
Promote a strong culture of teamwork within the unit and across Claims and the broader organization.
Ensure all company policies, procedures, and standards are consistently applied.
Guide the unit to achieve key customer service and productivity goals.
Continuously assess claim volumes and ensure adherence to established service standards.
Monitor opening/closing counts and allocate workloads based on complexity and adjuster capability.
Analyze claim quality reports and productivity metrics to identify trends, evaluate performance, and maximize team output.
Conduct periodic trending reviews to reinforce quality expectations.
Maintain active diary oversight to ensure timely reserving, proactive evaluations, and efficient claim progression.
Recommend independent adjusting firms or specialty vendors (accident reconstruction, arson, etc.) as appropriate and monitor their performance to control expenses and ensure quality.
Provide oversight of litigated claims to ensure effective defense counsel management.
Utilize increased settlement authorization to review and approve claim settlements.
Approve coverage and liability denials.
Deliver ongoing technical coaching and direction to staff.
Effectively communicate and roll out new processes and procedures.
Collaborate with management to enhance interdepartmental efficiency.
Identify, recommend, and implement process improvements to increase unit productivity and effectiveness.
Participate in departmental initiatives, long-range planning, and the Large Loss Committee.
Stay current on case law and industry developments, sharing knowledge with staff.
Mentor and support the development of new supervisors.
Partner closely with the Examining Division and ensure accurate reserve calculations aligned with company philosophy.
Lead interviewing and hiring efforts for prospective team members.
Inspire, coach, and guide staff to achieve performance expectations while fostering morale and teamwork.
Provide regular training and development opportunities tailored to team goals and capability growth.
Deliver fair, objective performance evaluations using data-driven insights and trending reviews.
Set clear objectives aligned with departmental and organizational goals.
Lead departmental focus groups and contribute recommendations to leadership.
Represent the department on interdepartmental committees and project teams.
Maintain close oversight of high-exposure cases.