CGL Manager Casualty Claims

Our Claims team is currently seeking a Commercial General Liability (CGL) Manager Casualty Claims.

This is a full-time, exempt role with a hybrid work schedule (two days in the office) in our Richmond, VA office.

POSITION OVERVIEW:

The Manager Casualty Claims is responsible for the daily oversight of the claims handling team, leading employees to foster a highly engaged, high-performing workforce aligned with the organization’s strategic goals. This role ensures effective front-line claims handling while demonstrating expertise in performance management, communication, decision-making, relationship building, and customer service. The manager proactively assesses current and future resource needs, providing mentorship and guidance to support continuous development and operational excellence.

IN THIS ROLE, YOU WILL:

• Oversees the day-to-day operations of a claims handling team including the investigation and evaluation of claims.
• Monitor and assess employee performance through spot checks (e.g., phone listening, file reviews) and data tools (e.g., Power BI, flight decks, trend analysis); provide feedback and implement improvement plans to ensure thorough and efficient investigations.
• Develop and implement continuous improvement initiatives to enhance the quality and consistency of the investigative process.
• Create and enforce protocols to detect and prevent fraudulent claims; review claims with potential fraud.
• Apply technical knowledge (e.g., comparative negligence laws across all 50 states), to support employees in their investigations and evaluations. Direct day-to-day operations including tracking measures, analyzing reports, and reinforcing goals.
• Handle escalated complaints or disputes, working to resolve issues amicably and maintain positive relationships with clients.
• May utilize technology and talent management to increase efficiency and scalability in claims handling; analyze claims data to identify trends, areas for improvement, and opportunities for cost savings.
• Evaluate and approve reserve and settlements outside of individual authorities.
• Monitor and control expenses related to claim handling activities; review and approve settlement proposals prepared by claims handlers to ensure they are reasonable and justifiable.
• Support and mentor others and demonstrate proficiency in contractual indemnification.
• Oversee, manage, and direct litigated claims; mentor others on approach.
• Collaborate with legal teams to ensure proper handling of litigation cases; analyze claims to identify strengths, weaknesses, and potential risks associated with litigation.
• Manage and report on litigation outcomes to identify trends and areas for improvement.
• Monitor and manage litigation costs to ensure they remain within budget and evaluating the financial impact of litigation on the company.
• Ensure accurate documentation and compliance with legal requirements in litigated claims.
• Provide guidance on the development of policies and procedures and training and development programs for claims handlers on litigation support.
• Lead negotiation in contested claims, employing advanced negotiation strategies for optimal outcomes for claims within scope of unit, balancing indemnity and customer satisfaction.
• Ensure compliance with all claims handling guidelines and policies.
• Provide regular updates and reports to senior management and other departments; adapt communication styles to audience (e.g., director versus peer).

WHAT YOU NEED TO APPLY: 

• Bachelor’s degree; Generally, 5-7 years related claims experience; supervisory experience preferred but not required

• Skilled in Microsoft Office Suite (Word, Excel), claims management systems, and data analysis tools for documentation, reporting, and process optimization.
• Ability to cultivate a high-performing team through mentoring, coaching, and fostering a positive work environment.
• Skilled in leading negotiations with stakeholders to achieve fair outcomes while maintaining policy and financial integrity.
• Capable of resolving complex or sensitive disputes with empathy and adherence to organizational guidelines.
• Effective verbal and written communicator across diverse audiences and situations; able to draft factual, objective work products.
• Proficient in developing others’ negotiation, communication, and organizational skills.
• Highly organized with the ability to manage complex projects and develop scalable organizational strategies.
• Expert in developing empathetic customer service strategies and delivering exceptional service.
• Recognized authority in insurance principles, policy coverage, legal liability, and jurisdictional requirements.
• Expert in managing legal and reputational risks; ensures compliance with regulatory standards.
• Makes informed, independent decisions within authority, evaluating risks and financial implications.
• Understands how to align team performance with broader business goals and resource planning.