Complex Casualty Claims Unit Manager - Mid-Atlantic Region

Are you looking for an opportunity to lead a claims team with a responsible company that has consistently outpaced the industry in year over year growth? Liberty Mutual Insurance has an excellent claims management opportunity available.

The Complex Casualty Claims Unit Manager is responsible for the development and performance of several complex claims teams who manage, investigate, and resolve claims of all complexities, ensuring a high-quality work product. The Complex Casualty Claims Unit Manager advocates for a culture of claims customer service excellence where all are committed to providing a differentiated customer experience.

Ideal experience includes:

• 7+ years deep expertise in handling personal lines litigated claims involving severe to catastrophic injuries and fatalities
• Leadership: able to lead and coach teams by giving clear feedback, coaching one‑on‑one, and helping people grow; prior people‑leader experience is a plus.
• Leading change and culture: experienced at guiding teams through transitions, promoting a growth mindset, and building a positive, accountable team culture that encourages learning and continuous improvement.

While the ideal candidate will be located within 50 miles of one of our East hub locations to support a hybrid work schedule and in-person collaboration, we welcome applications from all qualified candidates in the Eastern and Central time zone.

Responsibilities:

• Owns the development and performance of several Complex Claims teams ensuring the quality, accuracy, and timely resolution of claims of all complexities. Continuously develops talent by creating opportunities for direct reports to grow and strengthen new skills.
• Advocates claims customer service excellence by building empathy and passion for the customer experience that meets and exceeds customer expectations.
• Demonstrates a passion and vision towards a highly effective and engaged employee culture. Selects top talent, delivers continuous coaching, rewards and recognizes employees to reinforce behaviors that ensure service excellence, and holds other accountable for the development of their teams.
• Monitors the performance of teams and claims team managers, analyzing any problematic trends to identify root cause problems. Escalates issues or may recommend solutions to operational leadership. Advocates a culture committed to identifying process efficiencies to continuously improve how work is completed.
• Resolves complaints, problems, and coverage questions that are escalated from teams, escalating further if needed. Collaborates effectively with internal and external stakeholders including existing policyholders, the business community and governmental agencies, to ensure compliance with regulatory and company standards.
• Promotes and advocates business unit goals and objectives, ensuring alignment with broader claims functional goals.