Liability Claims Manager

Overview: Oversees and directs the day-to-day liability claims process and the overall management of liability claims personnel, including adjusters and supervisors.

Supervisory Responsibility:

Oversees Liability Claims Adjusters

Job Responsibilities Include:

Oversee and manage the day-to-day liability claims process and personnel within the claim department.

Develop and manage external resources including independent adjusters, attorneys, experts, and investigation services.

Oversee the handling of all aspects of liability claims, including coverage evaluations, reserving, investigations, liability assessments, negotiation, settlement, litigation management, and reinsurance reporting.

Provide direction on proper workflows, communication standards, documentation, and service expectations.

Ensure compliance with the Unfair Claims Settlement and Practices Act for each state in which the company conducts business (NJ, DE, MD, PA).

Ensure fair, timely, and appropriate claim settlements including coverage reviews, investigation strategies, and liability evaluations.

Monitor file progression including files with significant severity or complexity, and participate in claim review meetings to determine file strategy and direction.

Plan, prioritize, and assign workloads to ensure prompt file handling and consistent work production.

Oversee the response and resolution of appeals, DOI inquiries, and consumer complaints.

Provide file authority and direction to staff as appropriate.

Participate directly in the specialized handling of complex and litigated liability claims requiring advanced experience.

Provide training, technical support, and guidance to adjusters and supervisory staff on complex coverage and liability issues.

Establish standards promoting excellent customer service in the claims process.

Ensure adherence to corporate, regulatory, and statutory standards.

Implement quality control measures to ensure work meets or exceeds performance and compliance standards.

Lead the implementation and ongoing maintenance of claims handling systems, policies, procedures, and workflows.

Review, develop, and implement processes and procedures to drive efficiency and productivity; identify opportunities for process improvement.

Oversee Claims Department human resource functions including employee development, performance evaluations, and disciplinary actions when appropriate.

Coordinate with underwriting, legal, risk, compliance, finance, and other internal departments as needed.

Ability to multi-task, manage competing priorities, and respond to urgent issues throughout the workday.

Embrace and promote company objectives, values, and initiatives.

Maintain a positive and professional attitude; support business needs, organizational change, and continuous improvement initiatives.

Attend and participate in industry conferences, seminars, and training as appropriate.

Promote training and education of claims department staff.

Requires occasional evening and/or weekend work.

Must accommodate irregular schedules due to litigated matters, travel, or hearings.

Other tasks/projects as assigned.

Expected to maintain confidentiality of all information obtained during the course of employment.

Job Competencies:

Advanced knowledge of liability claims handling and the insurance industry

Strong understanding of coverage, negligence, liability principles, and general P&C insurance practices

Extensive technical knowledge of liability policies, coverages, legal processes, and litigation handling

Excellent leadership skills with the ability to educate, lead, motivate, and develop employees

Strong communication skills with the ability to articulate information verbally and in written form

Strong organizational skills with the ability to work well under pressure

Creative problem-solving skills with consideration of overall business objectives

Highly skilled decision making and analytical evaluation abilities

Ability to recognize trends and emerging exposures

Ability to work with minimal supervision and direction

Proficiency in business technology and claim systems

Education and Experience:

College degree plus 10 years insurance experience, with a minimum of 5 years liability claims and management experience.