Claims Director, Casualty

3 weeks ago

Boston, United States Plymouth Rock Assurance Full time

Reporting directly to the Vice President of Claims, the Director will oversee our MA and NH casualty and medical claim operations. The Director will have oversight of four casualty and two medical teams and will ensure that claims are handled in a timely and efficient manner. You will be expected to manage litigation activities, 93A process and stay current with changes in the industry that effect our claims operation.


The Casualty Claims Director is a key part of the executive team at Plymouth Rock. In this role, you will brief top executives (CCO and CEO) on emerging claims activity, industry trends and large losses. Your input will directly affect not only day-to-day operations, but also the strategic planning for the claims department and Plymouth Rock Auto operations. Our organizational structure and lack of red tape allows the Director to be highly influential and impactful. You will drive the direction and will be a key contributor to the results of our entire operation. We expect this Director to lead creative initiatives and an energized group of employees that provides us a sustainable advantage over our competition.


The ideal candidate will be highly organized and detail-oriented with excellent communication and interpersonal skills. You will have a strong understanding of insurance laws and regulations and will develop and implement new claims training, strategies, and procedures that drive best in class operational performance.

  • Strategy: Develop and implement new claims strategies that improve the efficiency and effectiveness of the claims process. This includes identifying areas for improvement, developing new technology, tools resources, and managing the implementation of new initiatives.
  • Innovation: Identify and implement innovative solutions to claims challenges. This includes using new technologies, developing new training programs, and creating new ways to approach our goals and objectives
  • Resource Management: Effectively manage the resources of the claims team, including budget, personnel, and technology. This includes developing and managing budgets, hiring, and training staff, claim distribution, and ensuring that the team has the resources they need to be successful.
  • Coaching & Development: Provide one to one coaching to ensure managers are equipped to lead and develop their teams. Identify high potential talent, mentor, to create bench strength and a strong succession plan.


Key responsibilities of the role include:

  • Leads, directs, and has full management accountability for staff in area of responsibility with an emphasis on talent management and succession planning in accordance with corporate strategic direction.
  • Collaborates with senior leadership as well as with other members of the organization in the development and implementation of claim policies, business strategies and goals, regularly evaluating performance against goals; and holding self and team accountable for achieving desired results.
  • Manages expenses and adequately controls resources to ensure successful operations within established budget, productivity, and efficiency standards. Leverages systems capabilities, data, and metrics/reports to analyze trends and improve organizational and process performance.
  • Remains current of state/territory regulations and issues, industry activities and trends. May represent company in industry trade groups.
  • Works, in partnership with our training and development team, to develop focused, individualized development plans for all subordinate leadership positions and plays a significant role in effectively driving talent development and succession planning within the casualty and medical units.
  • Demonstrates technical acumen to ensure that coverage is determined properly and that claims are properly investigated, evaluated, and reserved timely. In addition, to managing litigation, medical claims handling, adherence to our decision point and medical bill adjudication process.
  • Compliance with our quality assurance program; claim file calibration, monthly results meeting with managers and claim associates. Complete target reviews when necessary.


Qualifications and Education:

  • A bachelor’s degree (B.A.) from an accredited four-year college or university.
  • 8-10+ years of related casualty, litigation and medical claims handling and management experience.
  • Experience managing a team of 25-30 claim associates (Managers, Supervisors and Claims professionals).
  • Excellent oral and written communication skills required.
  • Demonstrated ability in developing and executing strategy, and in delivering operational excellence. Strong performance improvement mindset and proven ability to leverage data & analytics to drive decision making and process improvement.
  • Proven ability to motivate and inspire your teams, and to maintain excellent colleague engagement across all areas of claim department.
  • Knowledge of Microsoft Office Suite (Teams, OneNote, Power Point and Excel) and other business-related software (i.e., Tableau or other date reporting tools)

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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