Unit Manager Workers Compensation Loss Time

Employment Type

: Full-Time


: Miscellaneous

Our Workers Compensation Claims department is seeking a Loss Time Unit Manager with New York WC claims handling experience to join our growing team in our Worcester, MA or Syracuse, NY office.

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. This is a Full-time/Exempt role.


  • 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.
  • Solicit and act on internal customer feedback on escalated claims.
  • Monitor and control expenses related to claim handling activities.
  • Manage according to established expense, reserve and settlement authority levels.
  • 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.
  • Recognizes opportunities for technical and industry training as part of a personal and professional development program.
  • 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 for salary administration recommendations that are directly linked to individual performance.
  • Utilizes technology and talent management to increase efficiency and scalability to support corporate growth and service initiatives. Daily oversight of resources, workflow and processes
  • Direct day to day operations which include tracking measures, analyzing reports, and reinforcing goals.
  • 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
  • Identify key issues and communicate to the proper audience in an appropriate and timely manner.
  • Act as an expert resource for direct reports, other teams, business units and claims leadership.
  • Collaborate with Distribution by participating in marketing meetings, agency and insured visits and other supporting activities.
  • May lead and/or participate in initiatives that support claims strategies and financial goals.
  • Requirements:

  • 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.
  • Anticipates needs of the customer and takes a proactive approach to ensure they are met.
  • Hires and develops the right people in the right place at the right time to deliver exceptional claim handling results and quality service.
  • Able to multi-task and reprioritize
  • Effectively and creatively utilizes all resources (systems, people, etc.) to manage daily operations
  • Strong people management skills, effective at coaching and motivating staff. Serves as a role model in building effective relationships Possess advanced claims technical knowledge combined with the ability to teach
  • Excellent communicator; communicates frequently in a clear, concise manner Able to understand and articulate claims operations in a way that drives and achieves team(s) results.
  • Supervisory experience preferred but not required
  • Proficient using MS Word and Excel and have good typing ability
  • 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%).
  • 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. If you require a reasonable accommodation, as a candidate for employment, please inform The Hanover Talent Acquisition office.

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