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The Hanover Insurance Group · 3 hours ago

Sr Mgr Specialized Claims-Major Case Unit

Itasca, IL

Full-time

Hybrid

Senior Level

The Hanover Insurance Group has been committed to delivering on their promises for over 170 years. They are seeking a Senior Manager Specialized Claims to lead a team of claims adjusters handling high exposure and complex specialized claims, overseeing operations, driving strategic initiatives, and ensuring effective claims handling.

Insurance

Responsibilities

Lead and manage a team of adjusters handling the company’s largest and most complex specialized claims

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, EDI) to track performance, analyze trends, and reinforce goals

Create and update all monthly reports to claim and business leaders related to these specific claim types

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 alignment

Qualification

Claims managementInsurance claims handlingLeadershipNegotiation strategiesData analysisMicrosoft Office SuiteCustomer service strategiesProject managementCoachingOrganizational strategiesCommunication skillsRelationship buildingProblem solving

Required

Skilled in Microsoft Office Suite (Word, Excel), claims management systems, and data analysis tools for documentation, reporting, and process optimization

Skilled in developing and executing negotiation strategies for high-stakes claims while maintaining organizational integrity and long-term objectives

Exceptional verbal and written communication skills across all audiences; able to lead communication initiatives, deliver impactful messaging, and foster engagement through active listening

Proven ability to coach and develop individuals and teams, including level one managers, to support long-term career growth and build a culture of continuous learning and innovation

Highly organized with the ability to manage complex projects and workflows; adept at developing and implementing organizational strategies

Capable of designing and executing empathetic customer service strategies; recognized for delivering exceptional service and building trust-based relationships

Able to make sound decisions in high-impact or ambiguous situations, balancing competing demands while ensuring compliance and alignment with corporate goals

Demonstrated authority in insurance claims handling, including policy coverage analysis, legal liability, and investigative protocols

Extensive experience applying jurisdictional requirements and managing significant legal or reputational risks; recognized authority in regulatory matters

Experience overseeing strategic decision-making across a business unit, incorporating data insights and long-term planning

Proficient in using Microsoft Office Suite, claims management software, and data tools for reporting, analysis, and process optimization

Experience driving talent development and management to increase efficiency and scalability in support of corporate growth and service initiatives

Must possess or secure and maintain appropriate state adjuster license(s) and continuing education credits