Manager - Claims

Req170496

Position Purpose

Responsible for defining, implementing, and managing internal claims programs (self-administration) to control quality and costs associated with general liability claims (e.g. customer bodily injury and property damage). This position ensures the company’s claims are handled internally in compliance with industry best practices and company policies, without reliance on a third-party administrator.

Key Responsibilities

• 25% Claims Handling Standards - Develops and enforces claims handling standards and best practices and oversees quality assurance programs (e.g. file reviews and audits) to ensure adherence to those standards. Drives continuous improvement in claims processes and outcomes under the self-administration model.
• 30% Claims Operations Management - Leads the day-to-day operations of a multi-line general liability claims unit, ensuring consistent application of departmental standards, policies, and procedures. Oversees claim intake, investigation, and resolution processes to maintain efficiency and compliance with service and quality benchmarks. Drives cost containment initiatives, including management of allocated expenses on claims. Monitors loss costs and implement strategies to reduce average claim costs while maintaining fairness and compliance (such as early resolution programs, subrogation efforts, etc.).
• 10% Settlement Authority Oversight - Assumes oversight for all claim settlements and reserve decisions within designated authority levels – reviewing and approving settlements in accordance with company guidelines. Reviews written settlement evaluations and escalates to the appropriate approval level in the organization when required.
• 10% Stakeholder Communication - Establishes clear interface guidelines and communication channels among all parties involved in claims, including the internal claims team (examiners/adjusters), store management, associates, and the Legal department. Regularly communicates claim status and trends to senior management and other stakeholders.
• 25% Team Leadership - Manages and develops the in-house claims staff. Responsible for the selection, training, performance appraisal, and professional development of direct reports. Fosters a high-performance team culture and provides coaching and guidance to ensure adjusters meet regulatory requirements and company performance standards.
  
  

• This Position typically reports to Senior Claims Manager.
• This Position may have direct reports.
  
  

• Typically requires overnight travel 5% to 20% of the time.
  
  

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
  
  

• Located in a comfortable indoor area; any unpleasant conditions would be infrequent and not objectionable.
  
  

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Demonstrated supervisory and team management experience in the insurance claims field, with ability to mentor adjusters and implement efficient claims handling processes. Strong leadership abilities evidenced by building effective teams and improving workflow.
  
  

• Industry Knowledge: In-depth knowledge of casualty claims best practices, legal compliance (fair claims practices, state regulations), and claims quality control techniques (e.g. file audit and review programs). Capable of establishing and upholding rigorous standards for internal claims operation.
• Analytical & Communication Skills: Excellent analytical and critical thinking skills to evaluate claim information and make sound decisions quickly. Effective negotiation and communication skills, enabling successful settlement negotiations and collaboration with internal and external stakeholders (customers, attorneys, insurers).
• Bachelor’s degree in risk management, Insurance, Business, or related field preferred (or equivalent industry experience).
• Professional development in insurance claims or risk management (e.g. industry certifications) is a plus.
  
  

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
  
  

• The knowledge, skills and abilities typically acquired through the completion of a bachelors degree program or equivalent degree in a field of study related to the job.
  
  

• 8
  
  

• 10
  
  

• 3+ years of previous leadership experience
  
  

• 5+ years of previous leadership experience
  
  

• Insurance licensing as required by state
  
  

• Decision Quality
• Collaborates
• Drives Engagement
• Ensures Accountability
• Plans and Aligns
• Communicates Effectively
• Customer Focus
• Develops Talent
• Drives Results
• Manages Conflict