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, Sustainability initiatives and inclusive corporate culture.
We’re pleased to share an exciting opportunity to join our claims organization as a Sr. Manager, Specialized Claims. This full‑time, exempt position offers remote flexibility and the opportunity to lead a collaborative, high‑performing group that manages some of our most significant claims. This is a Full-Time Exempt position.
Position Overview:
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.
In this role you will:
- 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 involving a fundamental book of business where the governance, customization and accountability structure is more complex than a standardized book of business and set of risk.
- Assist in developing and leading the charge in performance of Program Claim audits and collaboration with other business units to ensure effective early transparency and proper reserving compliance.
- Provide daily oversight of operations, workflow, and resources to ensure effective claims handling aligned with business strategies.
- Develop and drive strategic initiatives across the claim’s lifecycle.
- Collaborate with leadership to assess current and future resource needs and implement continuous improvement efforts that enhance quality, service, and cost efficiency.
- Monitor team performance through file reviews, data analysis, and customer feedback.
- Provide coaching, mentoring, and development opportunities.
- Make staffing recommendations, participate in hiring and disciplinary actions, and manage salary administration linked to performance.
- Serve as a subject matter expert in specialized claims areas (e.g., legal/medical malpractice, professional liability, cyber liability).
- 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, attending mediations, and serving as a corporate representative.
- Ensure compliance with legal and regulatory requirements and manage litigation-related expenses.
- Utilize technology and reporting tools (e.g., Power BI, CMX, other Guidewire based, EDI) to track performance, analyze trends, and reinforce goals.
- Lead quality file review teams and contribute to policy development through white papers and best practice recommendations.
- Build strong relationships with internal and external stakeholders.
- Anticipate customer needs, resolve escalated issues, and ensure exceptional service delivery.
- 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, adapting style to ensure clarity and alignment.
- Provide technical, educational, administrative guidance and oversight to support Program Claim management of groups of homogenous type business risks.
- Deliver at regular intervals key data relevant to illustrating accurate, timely, and appropriate reserving and claim disposition by Program silo to various Executive managers.
- Review, analyze, and triage to appropriate staff members initial new claim intake assignments to appropriate team members to leverage Program Claim talent effectively.
- Appropriately identify and ensure early coverage issue identification is made and effectively preserved and provide guidance and training to staff to improve efficiencies to eliminate errors and leverage outcomes.
What you need to apply:
- 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 for documentation, reporting, and process optimization.
- Skilled in developing and executing negotiation strategies for high-stakes claims while maintaining organizational integrity and long-term objectives.
- Exceptional verbal and written communication skills across all audiences; able to lead communication initiatives, deliver impactful messaging, and foster engagement through active listening.
- Proven ability to coach and develop individuals and teams, including level one managers, to support long-term career growth and build a culture of continuous learning and innovation.
- Highly organized with the ability to manage complex projects and workflows; adept at developing and implementing organizational strategies.
- Capable of designing and executing empathetic customer service strategies; recognized for delivering exceptional service and building trust-based relationships.
- Able to make sound decisions in high-impact or ambiguous situations, balancing competing demands while ensuring compliance and alignment with corporate goals.
- Demonstrated authority in insurance claims handling, including policy coverage analysis, legal liability, and investigative protocols.
- Extensive experience applying jurisdictional requirements and managing significant legal or reputational risks; recognized authority in regulatory matters.
- Experience overseeing strategic decision-making across a business unit, incorporating data insights and long-term planning.
- Proficient in using Microsoft Office Suite, claims management software, and data tools for reporting, analysis, and process optimization.
- Experience driving talent development and management to increase efficiency and scalability in support of corporate growth and service initiatives.
- Must possess or secure and maintain appropriate state adjuster license(s) and continuing education credits.
Core Capabilities:
- Analytical Reasoning: The ability to identify problems, understand your impact, gather input and data, and develop an effective solution.
- Customer Centricity: Makes customers/clients and their needs a primary focus of one’s actions; shows interest in and understanding of the needs and expectations of internal and external customers; gains customer trust and respect; meets or exceeds customer expectations.
- Digital Fluency: Effectively uses digital tools and technology appropriately to find, evaluate, create, and communicate information understands how to navigate digital platforms, use software applications, and leverage technology for productivity and communication purposes.
- Persuasion and Influence: Uses appropriate interpersonal skills and techniques to gain acceptance for ideas or solutions; uses influencing strategies to gain genuine agreements; seeks to persuade rather than force solutions or impose decisions or regulations.
- Professional Insurance Acumen: Demonstrates a deepening understanding of the insurance industry and the ability to apply specialized technical skills to address complex challenges, adapt to industry trends, and drive value for the organization.
- Planning and Execution: Plans, prioritizes and manages resources and time effectively to achieve specific goals or deadlines.
Physical Demands and Work Environment:
- Ability to manage a high volume of work is often necessary to meet deadlines.
- Required to work on-site as needed.
- May be required to maintain a reliable, high-speed home internet connection for remote work.
- Ability to work extended hours as business demands require, including evenings or weekends as needed.
- Willingness and ability to travel as necessary for business purposes.
- Ability to sit and/or stand for prolonged periods.
- Proficient in using a personal computer and standard office equipment.
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.
Privacy Policy:
To view our privacy policy and online privacy statement, click here.
Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.
Compensation:
The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.
Bachelor's degree preferred, JD or equivalent strongly desired; extensive claims handling experience; state adjuster license(s) required; Microsoft Office, claims management systems, data analysis tools; travel as needed.
Key Responsibilities
- leading claims team
- overseeing operations
- managing litigation
Skills & Tools
Microsoft Office, Microsoft Word, Microsoft Excel, Power BI, CMX, Guidewire, EDI
Job Details
- Category: Finance and Accounting
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States
- Salary: USD 140,000 – 185,000 / year
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Tuition reimbursement
- Retirement plan
About The Hanover Insurance Group
A diversified insurance company providing property and casualty coverage and claims management. — Industry: Finance