What are the responsibilities and job description for the Auto PIP - Claims Team Lead position at The Hanover Insurance Group?
Our Auto PIP team is currently seeking a Team Lead for our Howell, MI office location.
This is a full time, non-exempt role with the flexible hybrid work arrangement of 2 days in office.
POSITION OVERVIEW:
The Auto PIP Team Lead is responsible for coaching and developing the team. This role provides daily oversight of workflow, claim handling, quality, and technical education. Additionally, the PIP Team Lead assists the Unit Manager in developing adjusters in all aspects of effective claim handling, including mentoring on relationship building, evaluating and monitoring phone calls and claim files, communication, decision making, and customer service. They provide the guidance necessary to build and sustain a high-performing workforce.
IN THIS ROLE, YOU WILL:
Creates and delivers structured technical training and coaching to the team and individual adjusters
Responds to changes in tasks, volume, staffing or other factors influencing the capacity of the team to achieve established business targets and objectives.
Trains and develops customer experience expectations and service culture
Develops training plans as well as provides input into quality programs and service initiatives for the department.
Assists management in monitoring and assessing employee performance through assessments, file reviews, ad hoc reporting, and other methods.
Provides individual, tailored feedback and coaching to improve performance.
Supports management in reward and recognition programs, service programs and team performance against business targets/goals. Aids in driving these programs to ensure success.
Develops and supports transition to next level role
WHAT YOU NEED TO APPLY:
Bachelor’s Degree or equivalent claims experience required. Formal or informal leadership experience preferred.
Typically has a minimum of 3-5 years of claims handling experience in PIP
Must have excellent written, verbal, interpersonal, organizational, collaborative and time management skills.
Must be an effective problem solver, who anticipates issues, seeks out and analyzes information collaboratively to propose solutions.
Takes ownership for a successful resolution, and effectively makes decisions in an informed, and confident manner.
Must work independently and make decisions that affect the workflow, staffing and day to day operations of the team.
Easily adapts to new, different or changing situations, requirements or priorities.
Has an ability to effectively collaborate with a wide variety of individuals and groups.
Fosters an environment of collaboration in pursuit of common goals. Values and seeks out diverse thought.
Must have the ability to lead by example by directing, coaching, mentoring, and reinforcing. Fosters commitment, team spirit, pride, and trust.
Must have a working knowledge of computer technology and software, including Microsoft Office.
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.
