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Vice President, Surety Claims
The Hanover Insurance Group
Worcester, MA, United States
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Our Claims department is seeking a Head of Surety Claims to join our growing team in our Worcester, MA office.
Position summary:
Reporting directly to the VP of Specialty Claims, the Head of Surety Claims will be responsible for supervising a 10 person claim team and setting the operational strategy for the department and direction for all Contract and Commercial Surety Claims.
He/she will be responsible for assessing the present and future claim resource needs (based on function, location, and region) and provide the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.
This position will require close interaction with the President of the line of business, underwriting and product development.
This is a Full-time, Exempt role.
Responsibilities/Essential Functions:
Daily oversight of resources, workflow and processes:
•Direct operations which include tracking measures, analyzing reports and financial activity, reinforcing goals, and determining methods and resources needed to carry out effective claims handling.
•Develop, recommend and authorize implementation of continuous improvement initiatives which may result in cost effective enhancements in quality and service.
Builds positive relationships with internal/external customers to accomplish organizational goals:
•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.
•Collaborate with Distribution by participating in marketing meetings, agency and insured visits and other supporting activities.
Ongoing activities associated with work product quality:
•Oversee the operational and technical work of the team and implement claim handling best practices to coordinate consistent handling of our company’s largest exposure claims
•May be involved in direct handling of extraordinary claims or losses
•Monitor and control expenses related to claim handling activities
•Manage according to established expense, reserve and settlement authority levels
Talent/Performance Management:
•Makes hiring decisions. Identifies and provides developmental opportunities through coaching and mentoring.
•Direct performance management by setting cascading goals, giving and receiving feedback, documenting and delivering performance reviews, addressing performance issues, creating and implementing development plans while conforming to policies and other internal procedures.
•Participate in disciplinary action up to and including termination.
•Responsible for salary administration recommendations that are directly linked to individual performance.
•Utilizes technology and talent management to increase efficiency and scalability to support corporate growth and service initiatives.
Position Requirements:
•Bachelor’s degree required. Juris Doctor preferred.
•10+ years combined experience in claims management and complex surety claims
•Effective problem solver, who anticipates issues, seeks out and analyzes information collaboratively to propose solutions. Takes ownership for a successful resolution
•Anticipates needs of the customer and takes a proactive approach to ensure they are met
•Hires and develops the right people in the right place at the right time to deliver exceptional claim handling results and quality service
•Ability to negotiate skillfully in difficult situations with both internal and external groups
•Demonstrates ability to win concessions without damaging relationships
•Understanding of applicable statutes, regulations and case law
•Able to multi-task and reprioritize
•Effectively and creatively utilizes all resources (systems, people, etc.) to manage daily operations
•Strong people management skills, effective at coaching and motivating staff. Serves as a role model in building effective relationships
•Possess advanced claims technical knowledge combined with the ability to teach
•Excellent communicator; communicates frequently in a clear, concise manner
•Able to understand and articulate claims operations in a way that drives and achieves team(s) results
•Proficient in MS Office, Excel, Word, Internet, etc.
•Proficient using Claims systems (i.e. CSS, PMS, etc.).