Casualty Claims Director

Recognized as a Milwaukee Journal Sentinel Top Workplace for 14 consecutive years, including three years of being honored as number one! Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation.

Your diversity of thought, experience, and knowledge are valued. We’re committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

The Casualty Claims Director is responsible for overseeing all aspects of the claims process, ensuring timely, fair, and efficient resolution.

The internal Final date to receive applications is 11/13/26. External applications will be accepted on a rolling basis while the position remains open.

This position offers a hybrid work schedule. Candidates who are located within 50 miles of our West Bend office location will work a hybrid schedule for collaboration days, team meetings or other in-person events.

Lead leaders. Strengthen claims operations. Shape the customer experience.

West Bend is looking for an experienced casualty claims leader to guide our Express and Investigations teams. This is an opportunity to lead through other leaders, influence how claims are handled, and help teams deliver timely, fair, and consistent outcomes for policyholders, agents, and claimants.

In this role, you’ll oversee multiple manager-led teams handling personal auto, commercial auto, and general liability claims, including fast-track and low-to-moderate complexity claims. You’ll bring together people leadership, operational strategy, technology, data, and change management to improve quality, accuracy, cycle times, customer satisfaction, and overall results.

This position is based at the West Bend Home Office in West Bend, Wisconsin, with a hybrid weekly schedule of three days in the office and two days working remotely.

What you’ll do

• Lead, coach, and develop claims managers and supervisors across multiple Express and Investigations teams.
• Build leadership bench strength and create an engaged, high-performing culture.
• Ensure thorough and accurate coverage, liability, and damages investigations.
• Use claims data and performance measures to identify trends, strengthen accountability, and improve results.
• Lead teams through changes involving processes, workflows, technology, and organizational priorities.
• Use technology to improve the speed and accuracy of claims handling.
• Build effective partnerships with stakeholders, business partners, and vendors.
• Champion an exceptional experience for policyholders, agents, and claimants.
• Align team goals and results with the West Bend Claims Vision and operating fundamentals.

What you bring

• Eight or more years of relevant claims experience, or an equivalent combination of education and experience.
• Five or more years of people leadership experience.
• Deep knowledge of casualty lines claims. Strong preference for experience with personal and commercial auto, general liability, and trucking claims.
• The ability to turn data and trends into sound operational decisions.
• Experience guiding teams through process, workflow, technology, or organizational change.
• A strong customer-service mindset and commitment to delivering an exceptional claims experience.
• Experience with claims management systems, process automation, or digital claims technology.
• Strong communication, relationship-building, and problem-solving skills.
• A…