Overview

Position Summary:

Mercury is seeking a Divisional Claims Manager to serve in a director-level leadership role over the Auto Claims organization and related operational workflows that support accurate claim routing, efficient handling, and strong customer outcomes across personal lines auto claims.

This leader will oversee a geographically dispersed organization of ~200+ employees covering auto casualty (early injury unit), auto liability (Claims Specialist I & II), and auto physical damage disciplines for personal claims; maintain overall accountability for people leadership, loss cost/expense management, customer satisfaction, and compliance. The role has accountability for operational performance, service, compliance, expense management, claim assignment accuracy, transfer governance, employee experience, innovation, change management, and leadership development.

This role is designed for a leader who can translate strategy into action, use data driven leadership to improve outcomes, lead through change, and build a strong bench of future leaders. The Divisional Claims Manager will partner across Claims, QA, Innovation, Product, Underwriting, Sales, Customer Experience and other business teams to improve segmentation, workflow design, customer service, and overall efficiency.

Geo-Salary Information

An in-person interview may be required during the hiring process

In CA: Typical hiring range is $183,576 to $224,371

The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities

Essential Job Functions:
• Direct the operations and claim activities of a geographically dispersed team covering auto casualty, auto liability, and auto physical damage disciplines for personal claims; maintain overall accountability for people leadership, loss cost/expense management, customr satisfaction, and compliance.
• Motivate, monitor, and develop team members to maintain a knowledgeable and highly skilled claims team; create a productive, supportive work environment focused on world-class claims service.
• Exercise independent judgment on personnel and legal claims matters with significant impact on loss costs, expenses, consumer loyalty, and employee relations.
• Complete detailed analysis and deliver executive-level reporting on complex business issues, including status updates on key business objectives within and across divisions.
• Assist in the creation of strategies and solutions to drive the future of claims in alignment with corporate objectives and key results.
• Work with cross-functional business partners in Product, Underwriting, Sales, and other areas to improve portfolio management, product implementation, and business profitability.
• Partner with Claims Innovation to conduct tests and learns, design processes, and implement improvements to accuracy, expenses, and service within the respective line of business.
• Collaborate with leaders to identify trends and direct the implementation of opportunities for improvement to achieve key results; ensure understanding of business objectives, results, and processes within their teams.
• Monitor overall compliance with established claims practices and motivate employees toward industry-leading process compliance and outcomes.
• Identify a diverse pool of team members and leaders for succession planning and leadership development; maintain appropriate team balance to achieve business results and resource continuity.
• Some travel may be required.

Qualifications

Education:
• Bachelor's Degree required
• CPCU, AIC, or other insurance-related designations

Experience:

Required:
• 10 years of complex claims handling experience; 7+ years in a leadership capacity. Or equivalent combination of education and/or experience.

Knowledge and Skills:
• Passion for serving customers in their time of need.
• Advanced written and verbal communication skills to professionally represent the Company in multi-channel correspondence with internal and external customers.
• Ability to create a vision and influence large groups; demonstrated ability to lead through change.
• Ability to facilitate engagement to maintain high morale and ensure employee retention.
• Strong collaboration skills; operates as one team with a common goal.
• Advanced knowledge of claim procedures, claims systems, coverage, evaluation, liability, damage estimating, settlement, and adherence to applicable legal compliance standards - with the ability to enact relevant plans at a file, unit, branch, and/or division level.
• Advanced analytical skills to reconcile, manipulate, and recognize trends in data.
• Superior conflict management and problem resolution skills with the ability to manage internal and external customer relationships.
• Demonstrated proficiency with MS Office products (Outlook, Word, Excel, Teams) and claims-related software.
• Highly organized and detail oriented.

Preferred:
• Takes ownership of any process they can improve.
• Assumes positive intent in all interactions.
• Seeks growth within and beyond this role.

Perks and Benefits

We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Pay Range

USD $107,344.71 - USD $300,603.92 /Yr.