Job Description

Position Summary:

The Liability Claims Manager leads the day-to-day operations of Penske's centralized liability claims function, overseeing a team of Liability Claims Examiners responsible for the investigation, evaluation, and resolution of liability, property, cargo, brokerage, and subrogation claims across the entire organization. This role is accountable for the technical quality, financial integrity, and operational efficiency of a high-volume claims portfolio.

Beyond day-to-day operations, the Liability Claims Manager plays a critical role in the claims function - challenging legacy processes, driving continuous improvement, and building a team culture that pursues better outcomes rather than accepting the limitations of the status quo. This leader serves as the organization's internal expert on liability claims management, guiding field and corporate partners on complex matters while managing strategic relationships with third-party administrators and external service providers.

The Liability Claims Manager is expected to be a visible, credible, and forward-thinking leader who develops talent, elevates standards, and advances the capabilities of the claims operation in support of Penske's broader risk management objectives.

Major Responsibilities:

Team Leadership & Technical Oversight:
• Direct, coach, and develop a team of Liability Claims Examiners in the handling of liability, property, cargo, brokerage, and subrogation claims.
• Ensure claims are investigated, documented, and resolved in a technically sound, financially responsible, and timely manner.
• Maintain a team environment that values accuracy, accountability, and continuous professional growth.

Standards, Policy & Process Development:
• Establish, maintain, and continuously improve standard operating procedures governing claims handling across all lines managed by the team.
• Interpret and apply contract language to support SOP development.
• Actively identify and challenge processes - partnering cross-functionally to modernize workflows, eliminate inefficiencies, and implement solutions that improve outcomes upstream and downstream of the claims function.

Escalation Management & Technical Guidance:
• Serve as the senior technical resource for complex, high-exposure, or sensitive claims requiring elevated judgment.
• Guide field and corporate associates on escalated matters involving contract interpretation, coverage analysis, and liability determinations.
• Represent the claims function credibly and authoritatively in challenging conversations with internal and external stakeholders.

Performance Management & Talent Development:
• Set clear performance expectations for Liability Claims Examiners and evaluate performance against established goals.
• Conduct performance reviews, recommend compensation actions, and actively participate in recruiting and onboarding.
• Identify skill gaps and implement targeted development plans.
• Build a pipeline of talent prepared for advancement within the department and the broader organization.
• Other projects and tasks as assigned.

Quality Assurance & Audit:
• Conduct regular file audits to assess reserve adequacy, liability determinations, payment accuracy, and subrogation recovery efforts.
• Translate audit findings into actionable coaching, SOP updates, and process improvements.
• Report on claims activity, trends, and performance metrics to department leadership on a regular basis.

Third-Party Administrator & Vendor Management:
• Manage strategic relationships with third-party administrators, appraisal firms, cause-and-origin consultants, and other external service providers.
• Hold vendors accountable to performance standards, cost expectations, and service quality.

Qualifications

Qualifications:
• Bachelor's Degree preferred in Business, Finance Risk Management, or related fields. If no degree, equivalent work experience is required.
• Insurance-related designations strongly encouraged - AIC (Associate in Claims), ARM (Associate in Risk Management), CPCU (Chartered Property Casualty Underwriter), or equivalent preferred. Demonstrates commitment to professional development and technical credibility.
• Minimum 5 years of progressive claims management or supervisory experience required; demonstrated expertise in liability claims handling, coverage analysis, and team leadership in a carrier, fleet, or self-insured environment preferred.
• Advanced knowledge of liability claims principles, coverage analysis, subrogation theory, and claims resolution methodology across multiple lines - liability, property, cargo, and brokerage
• Regular, predictable, full attendance is an essential function of the job
• Willingness to travel as necessary, work the required schedule, work at the specific location required, complete Penske employment application, submit to a background investigation (to include past employment, education, and criminal history) and drug screening are required.

Practical Skills:
• Strong contract interpretation skills - ability to read, analyze, and apply complex agreement language to claims determinations
• Working knowledge of corporate accounting structures, reserve management, and the financial mechanics of a self-insured claims operation
• Proficiency in Risk Management Information Systems (RMIS) and TPA platforms; ability to extract, analyze, and act on claims data
• Proficiency in standard business applications (Microsoft Office suite); intermediate to advanced Excel for reporting and analysis
• Familiarity with relevant regulatory and compliance requirements governing claims handling

Professional Skills:
• Exceptional oral and written communication skills - able to present complex claims matters clearly and persuasively to audiences ranging from frontline associates to senior leadership
• Proven leadership and coaching ability - develops individuals, builds team culture, and holds people accountable with fairness and clarity
• Strong negotiation and conflict resolution skills - comfortable navigating adversarial situations and difficult conversations with composure and authority
• Strategic thinker - able to see beyond individual files to identify systemic patterns, emerging risks, and process improvement opportunities
• Collaborative and influential - builds trust and credibility with cross-functional partners, field leadership, and external stakeholders

Physical Requirements:
• The physical and mental demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The associate will be required to: read; communicate verbally and/or in written form; remember and analyze certain information; and remember and understand certain instructions or guidelines.
• While performing the duties of this job, the associate may be required to stand, walk, and sit. The associate is frequently required to use hands to touch, handle, and feel, and to reach with hands and arms. The associate must be able to occasionally lift and/or move up to 25lbs/12kg.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.