Claims Manager
4 weeks ago
At The Hartford, we're committed to delivering exceptional claims service to our customers. As a Core Claims Manager, you'll play a critical role in ensuring that our claims operations are efficient, effective, and compliant with regulatory requirements.
Key Responsibilities:
- Supervise claims handlers in adjusting and resolving claims within the claims portfolio.
- Develop optimal resolution objectives and strategies with claim professionals.
- Handle small caseloads of losses, focusing on key account management and claims servicing of sensitive losses.
- Conduct allocations of claims portfolios and take referrals from the team that are not subject to further escalation criteria.
- Ensure that exposure is recognized and that claims are promptly evaluated and appropriately reported internally and externally.
- Review and approve claims staff's work product relative to investigation, coverage evaluation, and resolution strategy.
- Oversee the implementation and ongoing management of claims settlement processes and techniques, claims best practices, strategies, and guidelines to facilitate and support customer service excellence and coordination within the organization.
- Continually review claim operations to ensure that processes are utilized to achieve optimal performance and conformance with industry best practices.
- Provide subject matter expertise and act as a claims point of liaison for claims team, internal stakeholders, vendors, and external customers.
- Manage the performance of claims personnel.
- Oversee and conduct the audit of claim files for appropriate handling and documentation.
- Assist the business in providing practical and innovative claims solutions to key business accounts.
- Actively engage with and support the business in building and marketing the claims brand with business partners.
- Provide training/coaching of both claims staff and external business partners on technical and non-technical areas.
- Responsibility for vendor management, including the implementation and ongoing management of TPA/vendor networks for the claims team.
- Ensure accuracy of claims data and apprise senior management of claims trends and MI monthly reports on claim activity.
- Oversee compliance/implementation of all internal policies as they relate to the claims function and ensure claims authorities are complied with.
- Maintain strong communication with the underwriting organization in order to support the company's core business practices.
- Ensure resource models and resource planning is in place and deploy resources in accordance with business planning efforts.
- Participate in the establishment of department goals and implement procedures and performance standards to achieve these goals.
- Provide budget projections for staffing, TPA, and T&E spends and actively manage the assigned budget and spending.
Qualifications and Capabilities:
- Knowledge of the legal, regulatory, and claims environments in the London Market.
- Proven ability to work within and efficiently adapt to changing regulatory requirements.
- Experience of claims management for both high frequency/low complexity losses as well as low frequency/high complexity claims.
- Technical expertise in assigned product lines.
- A strong understanding of best practices in claims handling, process, efficiency, and the use of advanced systems and technology.
- Good presentation and communication skills.
- Ability to work well under deadlines in a changing environment, and to perform multiple tasks effectively and concurrently.
- Sound judgment in decision-making.
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