Claims Team Manager, USRM Claims and Service Incubator Team

Seeking a leader with strong change management skills to lead the USRM Claims and Service Incubator team. Responsible for front line people leadership as well as the management, investigation, and resolution of claims. Equally as responsible for leading through multiple pilots and extensive change while identifying enhancements to new products or pilots. Ensures a high quality work product for multiple lines of business in multiple claims systems. Promotes a culture of claims customer service excellence where all are committed to providing a differentiated customer experience. Responsibilities may evolve as the Claims Incubator team grows.

Ideal Experience Includes:

• 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.
• Comprehensive knowledge of legal liability, general insurance policy coverage and the State Tort Laws.
• Experience with complex APD or Casualty claims preferred. Licensing required in some states.

**While the ideal candidate will be located within 50 miles of one of our hub locations to support a hybrid work schedule and in-person collaboration, we welcome applications from all qualified candidates regardless of location**

Responsibilities:

• Lead and develop a team of permanent and/or short-term assignment representatives/specialists ensuring the quality, accuracy, and timely resolution of claims, that may include high exposure/complex cases.
• Continuously develop talent by creating opportunities for direct reports to grow and strengthen new skills.
• Proactively assist in selecting top talent, delivering continuous coaching, and rewarding and recognizing employees to reinforce behavior that ensure service excellence. Onboards new hires, providing tech access and training.
• Monitor the work of team members to ensure reserves are adequately set and customer expectations are surpassed. Analyze any problematic trends and takes steps to avoid recurrence, appropriately escalating issues if needed.
• Promote a culture committed to identifying process efficiencies to continuously improve how work is completed.
• Resolve customer complaints, problems and coverage questions which cannot be handled by team members.
• Collaborate effectively with internal and external stakeholders including existing policyholders, the business community and governmental agencies, to ensure compliance with regulatory and company standards.
• Promote claims customer service excellence by building empathy and passion for the customer experience that meets or exceeds customer expectations.
• Promote and advocate business unit goals and objectives, ensuring alignment with broader claims functional goals. Works with external and internal partners to advance new product growth and Claims pilots.