Claims Team Manager - Small Commercial APD

Description

Claims Team Manager – Small Commercial APD

 

Great claims service doesn't happen by accident - it's led. As a Claims Team Manager, you build the kind of culture where people bring their best: engaged, challenged and clear on why their work matters. You spot what's working, question what isn't and keep pushing your team toward something better. You translate Liberty Mutual's vision into what it actually looks like on the ground, and you give your team the confidence and the tools to deliver it.

 

You'll lead a team of senior claims representatives and/or claims specialists within Small Commercial APD, driving strong outcomes and a genuinely great customer experience. Your success is measured in theirs - you'll grow talented people, build a team where they feel valued, and keep adapting as the work changes around you.

 

While the ideal candidate will be located within 50 miles of our Plano, TX or Marlton, NJ offices to support a hybrid work schedule and in-person collaboration, we welcome applications from all qualified candidates within the U.S. regardless of location.

 

What you'll do

• Run day-to-day operations for your claims staff - set priorities, schedule and assign work, and coach your team through reviewing, analyzing, investigating, negotiating and settling claims in line with standard work and applicable guidelines.
• Build a high-performing, results-driven team through smart hiring, strong onboarding and ongoing development, with regular coaching on both behavior and technical skill.
• Champion continuous improvement so your team thinks critically, innovates and builds better standard work.
• Own the relationships that matter - serve as a go-to contact for agents, brokers and policyholders, and build trust on both sides of the table.
• Oversee claims files, litigated and non-litigated, across your unit - run manager reviews on open inventory, check files for quality and talk through training and development needs with your team.
• Coach your team to sharpen their technical expertise.
• Review and approve claims reserves, settlements and payments that exceed staff authority, within your own assigned limits.
• Use data to lead - track claim production, inventory, financial and quality compliance, and volume trends, then use what you learn to spotlight wins and shape what comes next.
• Keep your team compliant - oversee Liberty Mutual state licensing requirements and fair claims practices.
• Stay ahead of the curve on legislation, court decisions and emerging trends in claims litigation, and keep your team aligned with unfair claims practices requirements.

Ideal Experience Includes:

• Leadership experience: able to lead and coach teams by giving clear feedback, coaching one‑on‑one, and helping people grow; prior people‑leader experience is a plus.
• Leading change and culture: experienced at guiding teams through transitions, promoting a growth mindset, and building a positive, accountable team culture that encourages learning and continuous improvement.
• 5+ years of APD experience (Commercial APD experience is a plus)

Qualifications

• Supervisory, organizational and interpersonal skills.
• Comprehensive knowledge of legal liability, general insurance policy coverage and the State`s Tort Laws.
• Licensing required in some states.
• 5-7 years directly related work experience, Bachelor`s degree preferred.

 

Employees may apply for a new role after completing 12 months of employment in their current position.

 

Employees should review all role requirements and apply only for positions for which they are eligible. Hiring processes may vary by country, including differences in procedures, requirements, and timelines.  For country-specific details, please consult your local recruiting / HR team.

Travel

10%