For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.
Our Claims team is currently seeking a Director of Auto Claims in our Itasca, IL, Howell, MI, Richmond, VA, Worcester, MA, or Syracuse, NY locations. This is a full time, exempt role. Position is eligible for a Hybrid or Remote arrangement.
POSITION OVERVIEW: Responsible for the strategic oversight and leading Unit Managers and their employees within the Auto Property Damage line of business. Delivers effective leadership, technical direction, performance management, communication, relationship building, decision making, and customer service. Develops and drives execution of our strategic initiatives and our most important processes to deliver high quality service and results. Participates in special projects and assignments. Responsible for assessing the present and future resource needs for employees and providing the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.
IN THIS ROLE, YOU WILL:

• Develop and execute key strategic initiatives and operational processes to drive improved results.
• Management and oversight of processes/ initiatives to ensure cost effective operations.
• Oversight of our reserving practices to ensure consistent and appropriate reserving.
• Ensure high quality standards in claim handling are met by adherence to best practices.
• Provide analysis through key metrics to measure and ensure initiatives are successful.
• Provide innovative solutions to improve our claim handling, processes and protocols.
• Ongoing activities associated with work product quality.
• Accountable for monitoring performance through various identified methods, provide feedback and coaching and take appropriate action.
• Solicit and act on internal customer feedback on escalated claims.
• Develop, recommend and authorize implementation of continuous improvement initiatives which may result in cost effective enhancements in quality and service.
• 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.
• Interact effectively with the SLT and act as a backfill for AVP as needed. Talent/Performance Management.
• Monitors volume and business plans, utilizes technology and talent management to increase efficiency and scalability to support business needs.
• Makes timely staffing recommendations within established models and participates in identifying the ideal candidate.
• Identify and provide developmental opportunities through coaching and mentoring and builds succession plans.
• Recognizes opportunities for technical and industry training as part of a personal and professional development program.
• Sets cascading goals, gives and receives feedback, documents and delivers performance reviews, makes salary recommendations, addresses performance issues, creates and implements development plans while conforming to policies and other internal procedures.

WHAT YOU NEED TO APPLY:

• Bachelor’s degree preferred with related claims experience
• Proven track record leading and managing others
• Possess strong business acumen and advanced claims technical knowledge
• Anticipates needs of the customer and takes a proactive approach to ensure they are met.
• Effectively and creatively utilizes all resources (systems, people, etc.) to manage daily operations
• Flexible and able to change priorities as business needs arise
• Ability to multi-task and prioritize
• Teaching and coaching style of management. Serves as a role model in building effective relationships
• Understands and articulates claims operations in a way that drives and achieves results
• Analytical and problem solving skills are essential; anticipates issues, seeks out and analyzes information collaboratively to propose solutions. Takes ownership for a successful resolution.
• Exhibits key attributes of Dynamic Leadership
• Viewed as a change agent
• Applies innovative thought process to solve problems and to improve outcomes
• Leader amongst his or her peer group and can show examples of followership
• Skilled in data analytics and the ability to switch from tactical to strategic
• Effectively and diplomatically communicates with a wide ranging audience from senior leadership to frontline adjusters
• Ability to listen so the needs of the speaker can be accurately ascertained
• Genuinely collaborates with a wide spectrum of individuals from senior leaders, internal business customers, agent partners to the frontline adjusting staff
• Builds and fosters relationships with a focus on partnering
• Influences peers to act despite having no direct authority over them
• Filters and synthesize feedback provided
• Proficient in the Office 360 suite, including the use of PowerPoint for presentation purposes

Physical Demands and Work Environment :

• Ability to use a personal computer and other standard office equipment
• Ability to sit and/or stand for extended periods
• Required to work on-site as needed
• Ability to travel as necessary
• Ability to work hours in excess of 40 hours per week
• Ability to work in a fast paced, changing or stressful environment
• Ability to perform work in a noisy/loud work environment

This job posting provides cursory examples of some of the job duties associated with this position. The examples provided are not complete, and the position may entail other essential and job-related functions and responsibilities that employees will be required to perform.
CAREER DEVELOPMENT: It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
BENEFITS: We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
Benefits include:

• 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)
• Click here for the full list of Benefits

EEO statement: The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.
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