This position will be responsible for managing a team(s) of claims examiners possessing varied experience levels. This position will oversee the resolution of claims with low to high complexity and provide direction, coaching, and training. This position will report to the Dir or Senior Dir of claims and be responsible for conveying the organization’s objectives and priorities to staff and measure progress towards stated goals.
Job Responsibilities
- Lead and direct a team of managers and/or claims examiners at varying levels; including monitoring the team's workload, effectiveness, and quality.
- Assess and authorize correspondence and reports, including coverage position letters, Large Loss Reports, requests for reserve and settlements in excess of authority of the claim's examiner, and internal claims communications to senior claims management and other stakeholders.
- Direct and provide guidance to claims examiners on resolution of high exposure claims, coverage issues, reserve timing, and assignments of outside counsel and experts, within the Sr Manager's authority.
- Drive recommendations concerning reserve changes to senior claims management and lead discussion of large loss activity with internal stakeholders, including senior claims leadership, Underwriters, and Actuaries.
- Ensure that team adheres to applicable claims handling standards, processes/protocols, and KPIs.
- Audit claims files, effectively follow up on findings, and institute structural or substansive changes needed to ensure improved claims handling as warranted by findings.
- Direct and monitor assignments of new loss activity.
- Assess and evaluate individual examiner and team performance, provide feedback, and develop training needs.
- Lead cross-functional collaboration with other Claims managers and stakeholders to align the team's operations with other teams within the Bermuda & Europe Claims department.
- Drive the quality, timeliness, and effectiveness of necessary Claims reports to relevant internal stakeholders.
- Assist in preparation of budgets, evaluation of expenses and assess resource needs.
- Build and strengthen relationships with internal stakeholders, customers, and channel partners.
- Provide timely communication to underwriters and actuaries on claims, litigation developments, coverage trends, and loss mitigation.
- Support Underwriting by leading Claims engagement in renewal meetings with brokers and clients, as required.
- Serve as technical resource for internal stakeholders and other claims examiners.
- Lead and/or participate in special projects and reports as requested.
- Travel to other Markel offices, mediations, trials, and conferences as required.
Technical Skills, Knowledge and/or Experience
- Bachelor's degree or equivalent education or work experience
- 7+ years of industry experience
- Market-leading specialist knowledge within the relevant product line
- Ability to influence key stakeholders, provide strategic direction on claims matters, and effectively manage senior stakeholder relationships
- Experience in negotiation and mediation/arbitration
- Ability to manage teams of experienced managers and/or associates
- 2+ years of experience leading, developing, or mentoring claims examiners and/or directing or managing relationships with internal or external counsel and TPAs.
- Strong interpersonal skills, organizational, and time management skills
- Exceptional customer service skills for both internal and external stakeholders
- Excellent written and verbal communication skills
- Strong analytical and problem-solving abilities
- Strong PC proficiency, especially in Microsoft Office products (Word, Excel, Outlook, PowerPoint, and CoPilot)
- Baseline familiarity with and willingness to embrace use of AI and data and analytics tools
- Ability to thrive in high-volume, fast-paced environments with metric-based performance expectations
- Experience working in collaborative, team-oriented settings
- Self-directed and highly productive with minimal supervision
- Ability to follow procedural guidelines, identify expectations appropriately, and escalate as warranted
- Successful achievement of insurance industry designations a plus but not required
