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.