Claims Manager - General Liability and Non-Litigation

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Claims Manager - General Liability and Non-Litigation

PRIMARY PURPOSE: To lead and oversee the non-litigated General Liability claims operations for a Large National Client by managing operational leadership teams, driving technical consistency, supporting claim quality initiatives, and ensuring high-quality claim and client outcomes. Has direct responsibility for 25-49 colleagues.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

Non-Litigation Operations Leadership

• Oversees day-to-day operations of the non-litigated General Liability claims program for a Large National Client.
• Provides leadership and direction to Non-Litigation Team Leaders responsible for claim inventory management and examiner performance.
• Maintains oversight of the full non-litigated GL claim inventory and operational performance across the program.
• Monitors operational metrics including inventory management, closure rates, cycle time, claim quality, pending management, and customer service outcomes.
• Ensures compliance with client handling instructions, jurisdictional requirements, corporate standards, and best practices.

Leadership & Team Management

• Directly supervises Non-Litigation Team Leaders supporting the Large National Client GL program.
• Provides indirect oversight for non-litigated claim examiner teams.
• Supports staffing strategy, succession planning, colleague development, and performance management within the non-litigation organization.
• Provides coaching, technical guidance, and leadership support to strengthen claim handling quality and operational consistency.
• Promotes a collaborative, accountable, and client-focused culture across the non-litigation teams.

Technical & Claim Oversight

• Supports consistency in liability analysis, investigation quality, reserving practices, and claim resolution strategies.
• Partners with Team Leaders and examiners to drive timely and effective claim resolution.
• Identifies trends, operational challenges, and emerging exposures within the non-litigated claim portfolio.
• Collaborates with litigation leadership and executive leadership to support escalation management and transition of claims into litigation when appropriate.
• Supports implementation of best practices and continuous improvement initiatives across the program.

Client Partnership & Service Delivery

• Supports client relationships through operational transparency, responsiveness, and proactive issue resolution.
• Participates in client meetings, stewardship discussions, and operational reviews as needed.
• Partners with client-facing leadership to ensure alignment between operational execution and client expectations.
• Supports delivery of operational insights, trend analysis, and performance improvement initiatives.

Financial & Performance Management

• Monitors operational performance, indemnity trends, expense management, and claim outcomes across the non-litigated portfolio.
• Utilizes reporting and analytics to identify trends, measure performance, and drive operational improvements.
• Supports operational planning, staffing strategy, workload balancing, and resource allocation within the non-litigation organization.

SUPERVISORY RESPONSIBILITIES

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
• Provides support, guidance, leadership and motivation to promote maximum performance.
• Travels as required.

QUALIFICATIONS

Education & Licensing: Baccalaureate degree from an accredited college or university preferred. Licenses as required.

Experience: Eight (8) years claims management experience including two (2) years supervisory experience or equivalent combination of experience and education.

Skills & Knowledge

• Thorough knowledge of General Liability claims han