AVP, Complex Claim Liability; Manager

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

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Leads a team of claim professionals handling the Company’s most severe and complex claims. Manages the effective handling and resolution of claims exceeding field office authority levels or meeting other referral triggers. Ensures that technical advice and mentorship is provided to the field and other home office claim teams for claims within their authority levels. Helps to drive knowledge transfer and sharing of expertise to develop major case talent throughout the organization.

• CLAIM HANDLING:
• Provide assistance and support in the management and evaluation of the Company’s most severe and complex liability claims.
• When appropriate, actively participate in the coverage, liability and damages analysis and development of strategy leading towards case resolution. Assist in the recognition of available defenses.
• LEADERSHIP:
• Lead, manage and motivate the organization toward improved quality and higher standards.
• Provide claim-handling guidance, recommendations and strategies to Complex and Major Case Specialists, Field Claim Leadership and/or Professionals, Defense Counsel and insureds/clients.
• Drive and monitor the prevention and/or control of litigation through the selection of counsel, evaluation and direction of claim and litigation strategy.
• Ensure effective and efficient management of allocated loss adjustment expenses, and establish and maintain appropriate and timely case estimates.
• Directly manage a small team of employees. This includes, but is not limited to: recruitment and selection of top talent, training & development, performance management, succession planning, developing workflow & distributing assignments, and compensation planning.
• PRODUCT DEVELOPMENT:
• Create and implement innovative business strategies.
• Develop, implement and monitor Major Case claim policies, procedures, practices and standards for the handling of claims by professionals within the home office and field organizations.
• COMMUNICATIONS/INFLUENCE:
• Develop and maintain collaborative relationships and partnerships with the field, business & marketing partners and customers.
• Provide prompt and courteous communication and service to business partners and customers. When appropriate, assure responses to inquiries and requests from the public.
• Assume shared responsibility for shared results.
• Proactively counsel and/or train business partners and staff on risk selection, questions of coverage, liability damages, evaluation, disposition, policy forms and trend analysis.
• Represent the company as a technical resource, attend legal proceedings as needed, and act within established professional guidelines as well as applicable state laws.
• Provide technical assistance to Claim University in identifying, developing and presenting training and strategic approaches that will optimize the effectiveness of field claim handling.
• Prepare and deliver timely and informative management reports and presentation materials.
• OTHER ACCOUNTABILITIES:
• Drive and support cultural changes.
• Oversee and participate in periodic file quality reviews.
• Perform other related duties as required.
• Perform other duties as assigned.

• Bachelor’s degree or JD.
• 2 years management experience.
• Demonstrated ability to lead and inspire others to meet and exceed high expectations.
• Demonstrated coaching, influence and persuasion skills.
• Expert skills in the recognition, analysis and communication of coverage, liability and damages issues.
• Thorough understanding of commercial lines products, policy language, exclusions, ISO and proprietary forms.
• Deep familiarity with effective claims handling practices.
• Expert written and verbal communication skills are required so as to understand, synthesize, interpret and convey, in a simplified manner, complex data and information to audiences with varying levels of expertise.
• Excellent presentation and persuasion skills.
• Strong technology aptitude; ability to use business technology tools to effectively research, track, and…