Claims Team Manager

We are seeking a dynamic and results-driven Claims Team Manager to lead our dedicated UPS casualty team servicing claim in the Southeast Region. This role leads a team of 7-8 individual contributors handling Commercial bodily injury claims, with much of the team located in Suwanee, GA. This high-visibility role is essential in ensuring our claim operations run efficiently while driving team performance and achieving key metrics. The ability to work with internal and external business partners is a critical skill for this position. If you are a highly motivated leader who thrives in a collaborative environment and is passionate about supporting a team of claims professionals, we want to hear from you!

*Please note, you will be required to go into the office twice a month if you reside within 50 miles of one of the following offices: Boston, MA: Westborough, MA; Hoffman Estates, IL; Indianapolis, IN; Lake Oswego, OR; Las Vegas, NV; Plano, TX; Suwanee, GA; Tampa, FL; or Weatogue, CT. Please note this policy is subject to change.

Responsibilities:

• Supervises the day-to-day operations for the claims staff by establishing priorities, scheduling and assigning work, and coaching employees in reviewing, analyzing, investigating, negotiating and settling claims in compliance with Claims Quality Standards.
• Creates a high performing, results-oriented staff through candidate selection, onboarding, ongoing development, and managing individual performance with regular coaching focused on behavior and technical skill sets.
• Leads and actively contributes to a culture of continuous improvement and ensures utilization of tools and behaviors within the Liberty Management System to foster critical thinking and innovation around problem solving and development of standard work.
• Responsible for building and maintaining internal and external customer relationships. Serves as a primary point of contact for agents, brokers and policyholders.
• Hosts and facilitates in person and/or telephonic claim reviews on a continuous cycle and ensures Special Service Instructions are managed appropriately.
• Often called upon to do presentations for existing and prospective customers.
• Provides management oversight of claims files (non-litigated or litigated) within the unit, to include Manager Reviews on open inventory and reviews files to measure quality assurance discusses individual training and development needs.
• Coaches to improve technical expertise within the team
• Monitors, evaluates and approves, within assigned authority limits, claims reserves, settlements and payments that exceed staff authority thresholds.
• Uses common reporting of data analytics to monitor claim production, inventory management, financial and quality compliance and claim volume trends and results. Data used to communicate team performance relating to production, significant achievements and areas for continuous improvement.
• Manages compliance within internal and external parameters, including: Overseeing Liberty Mutual/Helmsman state licensing compliance and adherence to fair claims practices.
• Maintains awareness of existing and proposed legislation, court decisions and emerging trends in claims litigation to monitor team compliance with Unfair Claims Practices.