Director Casualty Claims

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.

Our Claims Department is currently seeking a Director Casualty Claims to join our growing team. This is an exempt, full time, hybrid role.

Responsible for the strategic oversight and typically managing and leading Unit Managers and their employees within a Claims line of business or region. Delivers effective leadership, technical direction, performance management, communication, relationship building, decision making, and customer service. Develops and drives execution of our strategic initiatives and our most important processes to deliver high quality service and results. Participates in special projects and assignments.

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.

• Develop and execute key strategic initiatives and operational processes to drive improved results.
• Management and oversight of processes/ initiatives to ensure cost effective operations.
• Oversight of our reserving practices to ensure consistent and appropriate reserving.
• Ensure high quality standards in claim handling are met by adherence to best practices.
• Provide analysis through key metrics to measure and ensure initiatives are successful.
• Provide innovative solutions to improve our claim handling, processes and protocols.
• Ongoing activities associated with work product quality
• Accountable for monitoring performance through various identified methods, provide feedback and coaching and take appropriate action.
• Solicit and act on internal customer feedback on escalated claims.
• Develop, recommend and authorize implementation of continuous improvement initiatives which may result in cost effective enhancements in quality and service.
• 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.
• Interact effectively with the SLT and act as a backfill for AVP as needed. Talent/Performance Management.
• Monitors volume and business plans, utilizes technology and talent management to increase efficiency and scalability to support business needs.
• Makes timely staffing recommendations within established models and participates in identifying the ideal candidate.
• Identify and provide developmental opportunities through coaching and mentoring and builds succession plans.
• Recognizes opportunities for technical and industry training as part of a personal and professional development program.
• Sets cascading goals, gives and receives feedback, documents and delivers performance reviews, makes salary recommendations, addresses performance issues, creates and implements development plans while conforming to policies and other internal procedures.

• Bachelor’s degree preferred with related claims experience
• Proven track record leading and managing others
• Possess strong business acumen and advanced claims technical knowledge
• Anticipates needs of the customer and takes a proactive approach to ensure they are met.
• Effectively and creatively utilizes all resources (systems, people, etc.) to manage daily operations
• Flexible and able to change priorities as business needs arise
• Ability to multi-task and prioritize
• Teaching and coaching style of management. Serves as a role model in building effective relationships.
• Understands and articulates claims operations in a way that drives and achieves results
• Analytical and problem-solving skills are essential; anticipates issues, seeks out and analyzes information collaboratively to propose solutions. Takes ownership for a successful resolution.
• Exhibits key attributes of Dynamic Leadership
• Viewed as a change agent
• Applies innovative thought process to solve problems and to…