PURPOSE OF THE JOBThe Manager Claims supports Insurance Company of the West's mission to create the best insurance experience by driving operational excellence, ensuring regulatory compliance, and fostering a culture of accountability, continuous improvement, and service. This position leads a high-performing team responsible for delivering exceptional claim outcomes and customer experience. The manager ensures performance metrics are met while partnering closely with internal stakeholders to reduce claim costs, improve injured worker outcomes, and strengthen policyholder relationships. This role works cross functionally to drive the overall claims strategy. This position will oversee the Claims Support Services department, guiding strategic initiatives, supporting team development, and ensuring consistent, effective service delivery across all areas of responsibility. This role will lead a team of Claims Support Services Supervisors, fostering a collaborative, customer-focused environment while developing future leaders to deliver high-quality service and operational excellence across the claims department.
ESSENTIAL DUTIES AND RESPONSIBILITIESOperational Excellence- Monitors key performance indicators (KPIs) such as claim duration, reserve accuracy, litigation rates, and customer satisfaction.
- Analyzes trends and provide actionable insights to improve outcomes and reduce loss costs.
- Partners with Quality Assurance, Training, and other internal teams to strengthen processes and elevate claim quality.
- Supports audits, compliance reviews, and continuous improvement initiatives.
Customer & Stakeholder Engagement- Builds strong relationships with policyholders, brokers, medical providers, and legal partners to support claim resolution and service excellence.
- Collaborates with Underwriting, Risk Management, and Safety to address claim drivers and support policyholder retention.
- Ensures clear, timely communication with injured workers to support recovery and return-to-work efforts.
Cross-Functional Collaboration- Works closely with other Claims managers to ensure consistency, alignment, and shared best practices across the department.
- Participates in strategic planning, department initiatives, and enterprise projects that enhance ICW Group's claims operations.
Claims Oversight & Strategy- Oversee the full lifecycle of workers' compensation claims, ensuring timely, accurate, and compliant handling.
- Ensure adherence to jurisdictional requirements and ICW Group best practices.
Develops and leads a team of claims professionals to ensure daily operational success- Provides guidance to Team Members. Communicates Mission, Values, and other organization operating principles to direct reports.
- Establishes and maintains the overall work cadence and, in partnership with department leadership, ensures performance and outcomes strive for excellence in delivery and customer experience. Ensures that the entire team is engaged and that leadership practices encourage development, recognition, and retention.
- Establishes and adheres to hiring criteria, on-boarding, and training requirements for incoming staff.
- Manages performance and supports Team Member development through goal setting, coaching, and ongoing feedback for direct reports.
- Acts as a resource for team members to answer questions and solve complex problems.
- Manages budget, technology and other resources, workload, and customer requests for Department services.
- Maintains compliance with all Company policies, procedures, and assigned responsibilities.
- Safeguards data quality, follows IT security guidelines, and monitors risk-related metrics.
SUPERVISORY RESPONSIBILITIESDirectly supervises 2 or more employees within the Claims team and carries out supervisory responsibilities in accordance with company policies and applicable laws. These responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; conducting performance and salary reviews; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations/goals; forecasting staffing needs and planning for peak times and absences; enforcing department policies and procedures.
EDUCATION AND EXPERIENCEBachelor's degree from four-year college or university (or equivalent combination of education and experience) along with a minimum of 5+ years' related workers' compensation claims experience required. At least one year supervisory or management experience of claims professionals required; may require claims adjuster experience (depending upon the team this position will lead). Prior multi-state claims insurance with experience managing high volume caseloads.
CERTIFICATES, LICENSES, REGISTRATIONSInsurance Education Association (IEA) Certificate, Workers Compensation Claims Professional (WCCP) Accreditation preferred. Chartered Property Casualty Underwriter (CPCU) designation a plus.
KNOWLEDGE AND SKILLS- Good computer skills with MS Office products, claims management systems, databases with the ability to learn new software programs and tools
- Advanced understanding of Workers' Compensation claims principles and applications
- Solid interpersonal skills with the ability to develop good working relationships
- Excellent communication skills (verbal/written), time management and organizational skills.
- Must be able to effectively present information to direct reports, peers, management and public forums.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
- Experience with process improvement methodologies, optimizing workflows and operational excellence programs
- Demonstrated ability to distill complex information into clear, actionable guidance.
- Must have data-driven decision-making and a high level of attention to detail.
- Ability to define problems, collect data, establish facts, and draw valid conclusions.
PHYSICAL REQUIREMENTS Office environment - no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.
WORK ENVIRONMENT This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment. Travel up to 15% is required.
This description is a general statement of essential job functions and responsibilities. The position may include other duties as assigned.
We are currently not offering employment sponsorship for this opportunity#LI-ET1 #LI-Hybrid
The current range for this position is
$104,125.20 - $175,599.98
This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.
WHY JOIN ICW GROUP?- Challenging work and the ability to make a difference
- You will have a voice and feel a sense of belonging
- We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
- Bonus potential for all positions
- Paid Time Off
- Paid holidays throughout the calendar year
- Want to continue learning? We'll support you 100%
Job CategoryClaims
