Team Manager - Claim Wakefield Office

Arbella Insurance Group•Wakefield, MA

6d•$85,000 - $120,000

About The Position

Under limited direction, the Team Manager leads the investigation and timely disposition of first- and third-party claims, including claims requiring substantial technical experience and those involving large damages or coverage questions. The role oversees team performance and production to help achieve Claim department goals in support of the business plan, executes day-to-day activities, and provides functional technical expertise. The Team Manager hires, trains, coaches, and develops staff; sets performance expectations; and supports employees’ career development. The position monitors claim operations, productivity, expenses, and work quality; analyzes files and reports; guides investigation, evaluation, negotiation, and settlement decisions; and helps ensure appropriate reserves, billings, and legal handling. The role also supports Claim Office objectives, works with agents and service providers, and may attend trials and arbitration hearings when requested.

Requirements

Consistently achieve all key performance indicators in support of the business plan while demonstrating Manager-level competencies.
Attract, develop, and retain top talent, including leveraging individual development efforts and succession planning.
Proactively identify strategic opportunities and develop, implement, and drive solutions.
Effectively manage within an established budget.
Create and lead a high-performing, engaging team.
Excellent communication and collaboration skills.
Extensive claims work experience, with material damage experience and some bodily injury experience preferred.

Nice To Haves

Bachelor’s degree preferred.
Material damage claims experience and some bodily injury claims experience preferred.

Responsibilities

Select, train, and develop an effective and efficient staff.
Establish and communicate clear performance standards and objectives.
Conduct performance evaluations and recommend salary adjustments, promotions, transfers, and dismissals.
Counsel employees on educational and job opportunities that can support career development.
Coach, mentor, train, and develop staff while balancing other responsibilities and appropriate work-life balance.
Ensure direct reports deliver exceptional customer service and high-quality work.
Monitor operations and staff and recommend changes to methods, procedures, structure, or personnel to optimize resources.
Keep staff informed about departmental and company problems, changes, and developments through periodic meetings.
Administer, communicate, interpret, and ensure compliance with policies and procedures in the Arbella Employee Handbook.
Monitor productivity trends and recommend and implement ongoing improvements.
Compile and analyze data and create reports for management.
Use the automated claim system to enter and retrieve information and request checks, form letters, and other correspondence.
Analyze claim files, write file directives, and assign or reassign files to claim representatives.
Periodically review files for accuracy and completeness and direct further investigation, evaluation, negotiation, or legal contact as needed.
Monitor the accuracy, completeness, and appropriateness of legal, medical, appraisal, and other billings when reviewing claim files.
Review reserve recommendations, establish reserves, and recommend reserves that exceed authority.
Guide unit personnel on investigations, damage appraisals, liability, coverage, and settlement techniques.
Assist in establishing Claim Office objectives that support Claim Department business objectives.
Assist in selecting and evaluating defense attorneys, medical examiners, and independent adjusters.
Review and help prepare suit cases for legal counsel, ensuring coverage limits are not exceeded and legal reserves are adequate, and confer with attorneys on these matters.
Service new larger risks and agents within the Claim Office territory.
Organize automated claim system workflows to maximize productivity.
Assist in training new Claims Technical Team Managers.
Control expenses to meet the Claim Office budget and minimize expenditures.
Extend settlement authority when warranted and investigate and settle difficult cases as required or requested.
Attend trials, no-fault medical arbitration, and inter-company arbitration hearings when requested.
Assist in training staff on the operation and use of the automated claim system.