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| Job Number: | 25775712 | | Company Name: | Hanover Insurance | | Job Location: | Worcester, MA US | | Job Category: | Insurance |
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Director, Marine Claims
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Director, Marine Claims
Job ID #: 1670 Location: Worcester, MA
Functional Area: Claims SBU: 85100 - Risk Management Claims
Position Type: Full - Time
Education Required: Bachelors Degree
Experience Required: 5 - 7 Years
Relocation Provided: No
Job Description
The Hanover Insurance Group is seeking a Director of Marine Claims in the Worcester, MA office.
Position Overview/Summary:
Responsible for the oversight of multiple marine claim units, managing and leading a team of General Adjusters, Unit Managers, and their employees, to build a highly engaged workforce, with a focus on achieving the key business results as well as execution of organizational strategies through effective management of front line claim unit leaders and their staff.
- Demonstrate the knowledge and skills to deliver effective leadership, technical direction, performance management, communication, relationship building, decision making, and customer service on all Inland Marine and Ocean Marine claim types.
- Analytical and problem solving skills are essential.
- Responsible for assessing the present and future resource needs for employees and providing the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.
Responsibilities/Essential Functions:
Ongoing activities associated with work product quality:
- Accountable for monitoring team(s) performance through file review, financial activity analysis, ad hoc reports, customer service scorecard, and other methods.
- Provide feedback and coaching and take appropriate action.
- Monitor and analyze customer surveys reporting to ensure teams are providing exceptional service.
- Solicit and act on internal customer feedback on escalated claims.
- Accountable for monitoring and controlling expenses related to claim handling activities Manage according to established expense, reserve and settlement authority levels.
Talent/Performance Management:
- Responsible for hiring decision of front line employees and participates in identification of unit managers.
- Responsible to monitor volume and business plans, make timely staffing recommendations within established models.
- Participate in disciplinary action up to and including termination
- Responsible to identify and provide developmental opportunities through coaching and mentoring.
- Authorize opportunities for technical and industry training as part of a personal and professional development program.
- Direct performance management by setting cascading goals, giving and receiving feedback, documenting and delivering performance reviews, addressing performance issues, creating and implementing development plans while conforming to policies and other internal procedures.
- Responsible for salary administration recommendations that are directly linked to individual performance.
Utilizes technology and talent management to increase efficiency and scalability to support corporate growth and service initiatives:
- Daily oversight of resources, workflow and processes.
- Direct operations which include tracking measures, analyzing reports and financial activity, reinforcing goals, and determining methods and resources needed to carry out effective claims handling
- Develop, recommend and authorize implementation of continuous improvement initiatives which result in cost effective enhancements in quality and service.
Builds positive relationships with internal/external customers to accomplish organizational goals:
- Work closely with Marine Business Unit to provide appropriate underwriting advice and loss cost mitigation strategies.
- Identify key issues and communicate to the proper audience in an appropriate and timely manner.
- Act as an expert resource for direct reports, other teams, business units and claims leadership.
- Lead and/or participate in initiatives that support claims strategies and financial goals.
- Collaborate with Distribution by participating in marketing meetings, agency and insured visits and other supporting activities.
Position Requirements
Essential Skills and Experience:
- Bachelors degree with related claims experience.
- Prior management experience required.
Benefits To Joining The Hanover Team:
- Competitive Pay and Benefits
- Retirement/401(k) Program
- Beneficiary and Ability Assist Programs
- Travel Assistance Program
- Adoption Benefit
- Wellness Programs
- Matching Education Gifts Plan
- Employee Development/Education Assistance and
- Professional/Industry Designation Programs
- Generous "Time Off With Pay"
The Hanover Insurance Group, Inc. (NYSE: THG), based in Worcester, Mass., is the holding company for a group of insurers that includes The Hanover Insurance Company, also based in Worcester; Citizens Insurance Company of America, headquartered in Howell, Mich., and their affiliates. The Hanover offers a wide range of property and casualty products and services to individuals, families and businesses through an extensive network of independent agents, and has been meeting its obligations to its agent partners and their customers for more than 150 years. Taken as a group, The Hanover ranks among the top 40 property and casualty insurers in the United States.
Nearest Major Market: Worcester
Job Category: Customer Service, Customer Service, Customer Service Representative, Finance, Risk Management, Human Resources, Performance Management, Insurance, Underwriter, Claims, Insurance Fraud, Management, Manager, Service, Customer Service
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