Supervisor, Physical Damage (Hybrid)

MAPFRE•Webster, MA

5d•$80,000 - $110,000•Hybrid

About The Position

Are you a results-driven claims leader who excels at developing talent and delivering strong operational outcomes? We are seeking a Supervisor, Physical Damage Claims, to lead a high-performing team responsible for resolving auto claims with accuracy, efficiency, and a customer-first mindset. In this role, you will own team performance, drive operational excellence, and develop talent while ensuring compliance with regulatory and company standards. This is an exciting opportunity to make a meaningful impact on both customer experience and team success.

Requirements

Bachelor’s degree or advanced knowledge in a specialized field preferred; equivalent experience will be considered.
Typically requires: 7–9 years of relevant experience, or Associate degree (or equivalent) with 9–11 years of experience
Insurance coursework strongly preferred; Casualty and/or SIU experience a plus
Demonstrated leadership ability with strong coaching, team development, and performance management skills
Strong knowledge of claims handling, including coverage, liability, and regulatory requirements
Proven ability to analyze data, identify trends, and implement process improvements in a fast-paced environment
Strong decision-making and problem-solving skills with the ability to manage complex and escalated issues
Excellent communication and interpersonal skills, with the ability to build relationships and influence across teams
Ability to manage competing priorities, adapt to change, and deliver results under pressure
Proficiency with claims systems, reporting tools, and performance metrics

Responsibilities

Lead, coach, and develop a high-performing team of claims professionals
Set clear expectations, monitor performance, and drive accountability for results
Provide real-time coaching to strengthen technical and customer handling skills
Support employee development, engagement, and succession planning
Oversee the investigation, evaluation, and resolution of first- and third-party physical damage claims, including coverage and liability determinations
Ensure timely, accurate claim handling aligned with company standards and business objectives
Manage complex and escalated claims, providing guidance and decision support
Monitor team performance across key metrics (inventory, cycle time, quality, service, and closures) and drive continuous improvement
Own and drive customer experience outcomes, ensuring consistency, efficiency, and quality of service
Coach team members to deliver clear, concise, and empathetic communication
Monitor service performance and implement improvements to enhance customer and agent experience
Resolve escalated customer and agent concerns and strengthen partnerships with internal teams and agencies
Use reporting and analytics to identify trends and drive performance improvement
Ensure compliance with company standards and regulatory requirements, including DOI and 93A/176D
Oversee litigation strategy, exposure, and resolution
Lead and review responses to regulatory inquiries, complaints, and 93A demands
Identify and implement process and workflow improvements to enhance efficiency and quality