Sr Mgr Specialized Claims- Hanover Programs

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

We’re pleased to share an exciting opportunity to join our claims organization as a Sr. Manager, Specialized Claims. This full‑time, exempt position offers remote flexibility and the opportunity to lead a collaborative, high‑performing group that manages some of our most significant claims. This is a Full-Time Exempt position.

The Sr Mgr Specialized Claims is responsible for leading a team of experienced claims adjusters handling the company’s highest exposure and most complex specialized claims, which may include legal and medical malpractice, professional and management liability, contract surety, and other specialized lines. This role oversees daily operations, drives strategic initiatives, and ensures effective claims handling aligned with organizational goals. The manager sets clear objectives, leads projects, and provides coaching and mentorship to build and sustain a high performing, engaged workforce.

Additionally, the role assesses current and future resource needs and may directly manage a personal caseload of high-exposure claims.

• Lead and manage a team of adjusters handling the company’s largest and most complex specialized claims.
• Oversee operational and technical functions in the Program Claim sphere involving a fundamental book of business where the governance, customization and accountability structure is more complex than a standardized book of business and set of risk.
• Assist in developing and leading the charge in performance of Program Claim audits and collaboration with other business units to ensure effective early transparency and proper reserving compliance.
• Provide daily oversight of operations, workflow, and resources to ensure effective claims handling aligned with business strategies.
• Develop and drive strategic initiatives across the claim’s lifecycle.
• Collaborate with leadership to assess current and future resource needs and implement continuous improvement efforts that enhance quality, service, and cost efficiency.
• Monitor team performance through file reviews, data analysis, and customer feedback.
• Provide coaching, mentoring, and development opportunities.
• Make staffing recommendations, participate in hiring and disciplinary actions, and manage salary administration linked to performance.
• Serve as a subject matter expert in specialized claims areas (e.g., legal/medical malpractice, professional liability, cyber liability).
• Review and approve complex reserves and settlements beyond unit manager authority.
• May directly handle extraordinary claims or losses.
• Oversee litigation strategy, including directing outside counsel, attending mediations, and serving as a corporate representative.
• Ensure compliance with legal and regulatory requirements and manage litigation-related expenses.
• Utilize technology and reporting tools (e.g., Power BI, CMX, other Guidewire based, EDI) to track performance, analyze trends, and reinforce goals.
• Lead quality file review teams and contribute to policy development through white papers and best practice recommendations.
• Build strong relationships with internal and external stakeholders.
• Anticipate customer needs, resolve escalated issues, and ensure exceptional service delivery.
• Collaborate with Distribution through agency visits and marketing meetings.
• Prepare and deliver reports on business trends, financial activity, and claim outcomes.
• Communicate key issues and strategic insights to appropriate audiences, adapting style to ensure clarity and…