Unit Manager- Workers Compensation

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.
Our Workers Compensation Claims department is currently seeking a Unit Manager to join our growing team. This position is fully remote and will consider candidates who reside in the following locations: TX, OK, AR, LA, TN, KY, NC, SC, GA, FL, IL and AZ.
This is a Full Time/ Exempt role.
POSITION OVERVIEW:
Responsible for daily oversight of the unit, manage and lead team of employees, and build a highly engaged workforce to achieve the key business strategies of the organization through effective front line claims handling. Demonstrate the knowledge and skills to deliver effective performance management, communication, relationship building, decision making, and customer service. Responsible for assessing the present and future resource needs for employees and provide the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.
IN THIS ROLE YOU WILL:

• Accountable for monitoring and assessing employee performance through spot checks, file reviews, ad hoc reports and other methods. Provide feedback and coaching and take appropriate action.
• Track and monitor customer surveys to ensure employees are providing exceptional service.
• Manage according to established expense, reserve and settlement authority levels.
• Ongoing activities associated with work product quality
• Solicit and act on internal customer feedback on escalated claims.
• Monitor and control expenses related to claim handling activities.

Talent/Performance Management:

• Direct day to day operations which include tracking measures, analyzing reports, and reinforcing goals.
• May lead and/or participate in initiatives that support claims strategies and financial goals.
• Work with employees on performance management by setting cascading goals, giving and receiving feedback, documenting and delivering performance reviews, addressing performance issues, creating and implementing development plans while conforming to policies and other internal procedures.
• Responsible to monitor volume and business plans, make timely staffing recommendations within established models and participate in identifying the ideal candidate.
• Responsible to identify and provide developmental opportunities through coaching and mentoring.
• Collaborate with Distribution by participating in marketing meetings, agency and insured visits and other supporting activities.
• Identify key issues and communicate to the proper audience in an appropriate and timely manner.
• Responsible for salary administration recommendations that are directly linked to individual performance.
• Recognizes opportunities for technical and industry training as part of a personal and professional development program.
• Utilizes technology and talent management to increase efficiency and scalability to support corporate growth and service initiatives. Daily oversight of resources, workflow and processes
• Develop, recommend and implement continuous improvement initiatives which result in cost effective enhancements in quality and service. Builds positive relationships with internal/external customers to accomplish organizational goals
• Act as an expert resource for direct reports, other teams, business units and claims leadership.

WHAT YOU NEED TO APPLY:

• Able to multi-task and reprioritize
• Hires and develops the right people in the right place at the right time to deliver exceptional claim handling results and quality service.
• Bachelor's degree with related claims experience
• Effective problem solver, who anticipates issues, seeks out and analyzes information collaboratively to propose solutions. Takes ownership for a successful resolution.
• Strong people management skills, effective at coaching and motivating staff. Serves as a role model in building effective relationships
• Able to understand and articulate claims operations in a way that drives and achieves team(s) results
• Excellent communicator; communicates frequently in a clear, concise manner
• Possess advanced claims technical knowledge combined with the ability to teach
• Effectively and creatively utilizes all resources (systems, people, etc.) to manage daily operations
• Anticipates needs of the customer and takes a proactive approach to ensure they are met.

Desired skills and experience:

• Supervisory experience preferred but not required
• Proficient using MS Word and Excel and have good typing ability

Physical demands & work environment:

• Ability to use a personal computer and other standard office equipment.
• Ability to operate a motor vehicle. - Ability to travel as necessary.
• Ability to sit and/or stand for extended periods (75%-90%)

CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
Benefits include:

• Company paid holidays
• Tuition reimbursement
• Cultural Awareness Day in support of IDE
• Click here for the full list of Benefits
• On-site medical/wellness center (Worcester only)
• Medical, dental, vision, life, and disability insurance
• PTO
• 401K with a company match
• Flexible work arrangements

EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: [email protected] and include the link of the job posting in which you are interested.
Privacy Policy:
To view our privacy policy and online privacy statement, click here.
Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.