Claims Manager

Position Summary

The Claims Manager oversees all Claims Department operations to ensure high‑quality results and alignment with operational, financial, and service goals. The role develops and implements efficient procedures and systems, monitors performance to ensure goals and budgets are met, and provides strong leadership focused on continuous team development. The Claims Manager actively coaches, supports, and strengthens individual and team capabilities to foster a high‑performing, growth‑oriented department.

• Leads and develops staff to meet departmental objectives through strategic planning and ongoing evaluation of work activities.
• Oversees the recruitment, selection, onboarding, and training of Claims Department team members.
• Sets clear expectations, monitors performance, and conducts evaluations to ensure consistent, high-quality results.
• Provides coaching and guidance to address performance gaps and support employee growth.
• Fosters a positive and collaborative work environment that encourages morale, quality, innovation, and teamwork.

• Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
• Performs file audits to ensure compliance with best practices, policies, and legal requirements.
• Provides oversight of claims system administration to ensure effective functionality and compliance.
• Approves claim payments within authority limits and sets claim reserves under $500,000.

• Supports organizational strategy by developing and achieving business objectives.
• Collaborates across departments to improve outcomes which align with company goals.
• Assists the Executive Director and Director of Operations with operational budget development and updates.
• Assists the Executive Director with the Workers’ Compensation Reinsurance program.

• Coordinates and delivers training for members and staff on updated laws, policies, and procedures.
• Advises members on claims and coverage matters to promote informed decision‑making and effective outcomes.
• Leads onboarding for new members and third‑party vendors, including vendor relationship management.

• Represents WMMIC and its members at industry events.
• Participates in and presents at quarterly WMMIC Board meetings.
• Manages relationships with claim vendors.

• Perform all other duties as assigned to support departmental goals and organizational success.

SUPERVISORY RESPONSIBILITY: Workers’ Compensation and Liability Team Lead, Senior Claims Representatives, Claim Representatives.

• Bachelor’s degree in risk management, Business Administration, or related field.
• Ten years of progressively responsible claims experience that includes both Wisconsin workers’ compensation and liability claims (general liability, employment practices liability, auto liability, litigation management, and personal injury); five years in a supervisory or lead capacity (e.g., team leader, supervisor, manager) preferred.
• Professional designations such as AIC, ARM, or CPCU are a plus.

• Expert knowledge of workers’ compensation and liability claims programs (general liability, employment practices liability, and auto liability), including applicable Wisconsin regulations, coverage principles, and best‑practice standards for claim handling.
• Proven ability to oversee litigated claims and dispute resolution by setting strategy, partnering with defense counsel and vendors, monitoring budgets, and ensuring timely reporting and appropriate outcomes.
• Strong reserving and financial stewardship capabilities, including oversight of reserve adequacy, authority controls, payment practices, and trend/portfolio analysis across both workers’ compensation and liability lines.
• Proven leadership and management skills with the ability to coach, develop, and guide staff.
• Excellent communication and consultative skills with the ability to advise members, influence stakeholders, and partner effectively with internal leaders, legal…