[Hiring] Senior Manager Specialized Claims @The Hanover Insurance Group

Role Description

The Sr Mgr Specialized Claims is responsible for leading a team of experienced claims adjusters handling the company’s highest exposure and most complex specialized claims, which may include legal and medical malpractice, professional and management liability, contract surety, and other specialized lines. This role oversees daily operations, drives strategic initiatives, and ensures effective claims handling aligned with organizational goals. The manager sets clear objectives, leads projects, and provides coaching and mentorship to build and sustain a high performing, engaged workforce. Additionally, the role assesses current and future resource needs and may directly manage a personal caseload of high-exposure claims.

• Lead and manage a team of adjusters handling the company’s largest and most complex specialized claims.
• Oversee operational and technical functions in the Program Claim sphere.
• Assist in developing and leading the charge in performance of Program Claim audits.
• Provide daily oversight of operations, workflow, and resources.
• Develop and drive strategic initiatives across the claim’s lifecycle.
• Collaborate with leadership to assess current and future resource needs.
• Monitor team performance through file reviews, data analysis, and customer feedback.
• Provide coaching, mentoring, and development opportunities.
• Make staffing recommendations and manage salary administration linked to performance.
• Serve as a subject matter expert in specialized claims areas.
• 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.
• Ensure compliance with legal and regulatory requirements.
• Utilize technology and reporting tools to track performance.
• Lead quality file review teams and contribute to policy development.
• Build strong relationships with internal and external stakeholders.
• Anticipate customer needs and resolve escalated issues.
• 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.
• Provide technical, educational, and administrative guidance.
• Deliver key data relevant to reserving and claim disposition.
• Review, analyze, and triage initial new claim intake assignments.
• Identify and ensure early coverage issue identification.

Qualifications

• Bachelor’s degree preferred with related claims experience.
• JD or equivalent experience strongly desired.
• Skilled in Microsoft Office Suite (Word, Excel), claims management systems, and data analysis tools.
• Exceptional verbal and written communication skills.
• Proven ability to coach and develop individuals and teams.
• Highly organized with the ability to manage complex projects and workflows.
• Capable of designing and executing empathetic customer service strategies.
• Able to make sound decisions in high-impact or ambiguous situations.
• Demonstrated authority in insurance claims handling.
• Extensive experience applying jurisdictional requirements.
• Experience overseeing strategic decision-making across a business unit.
• Proficient in using Microsoft Office Suite, claims management software, and data tools.
• Experience driving talent development and management.
• Must possess or secure and maintain appropriate state adjuster license(s).

Requirements

• Analytical Reasoning: Ability to identify problems and develop effective solutions.
• Customer Centricity: Focus on customer needs and expectations.
• Digital Fluency: Effectively use digital tools and technology.
• Persuasion and Influence: Use interpersonal skills to gain acceptance for ideas.
• Professional Insurance Acumen: Deep understanding of the insurance industry.
• Planning and Execution: Manage resources and time effectively to achieve goals.

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401K with a company match.
• Tuition reimbursement.
• PTO.
• Company paid holidays.
• Flexible work arrangements.
• Cultural Awareness Day in support of IDE.
• On-site medical/wellness center (Worcester only).