Job Title:   Casualty Injury/GL Leader
03 / 31 / 2013
Westfield Center


JOB SUMMARY:           Responsible for execution of the strategic direction of auto injury and general liability (GL) casualty claims.  Leads auto injury/GL claims unit leaders, responsible for managing a moderate volume of claims at all levels $250,000 and under.  Responsible for the quality of auto injury & general liability claim files.  Is member of the casualty claims leadership team and recognized technical subject matter expert (SME) in casualty claims.
ESSENTIAL FUNCTIONS (Listed in order of importance, frequency or sequence, 1=most important/frequent, etc.).

  1. Strategy Execution - Responsible for execution of the strategic direction of auto injury and general liability (GL) casualty claims as approved by National Casualty Claims Leader.  Responsible for the consistent delivery of overall claims practices and performance within functional area.  Is member of the casualty claims leadership team and recognized technical subject matter expert (SME) in casualty claims. 
  2. People Leadership - Leads auto injury/GL claims unit leaders, responsible managing moderate volume, moderate complexity claims: including employee selection, employee-related issues, work quality, customer service, employee morale and work environment, performance evaluation, work assignments, establishing reserves, reviewing files, and coaching in technical and career development.  Directly manages a team of unit leaders with technical expertise and without any regard to geographic location.
  3. Claim File Quality - Responsible for ensuring that appropriate auto injury & GL investigations are performed and all relevant facts obtained to determine coverage, liability, compensability, and damages.
  4. File Exposure Analysis - Participates in auto injury and general liability exposure analysis and strategies through roundtable discussions with home office and field operations.
  5. Customer Service - Ensures customer service excellence.  Responsible for the customer, agent and claims professional experience associated with auto injury & GL claims. 
  6. Data Analysis - Gathers, organizes and analyzes performance data and results to identify and report performance, trends, and opportunities; makes recommendations regarding areas of improvement. Creates reports and communicates results with claims leadership, agents, and business partners.
  7. Training - Collaborates with casualty management team in the identification of casualty training needs. May partner with Westfield University to design, develop, and deliver casualty process training programs to claims professionals.
  8. Communication - Maintains effective and ongoing communication with claims staff, internal and external business partners, insureds, claimants, agents, attorneys, other insurance companies, project team members, claims leadership, and vendors.  May serve as a subject matter expert to the various business units.
  9. National Leader Assistance - Assists national leader with business planning, processes, guidelines and budget; is accountable for department expenditures.  Also assists national leader with identification of risk and mitigation strategies related to casualty claims auto injury/GL process.  
  10. Audits - Partners with vendor manager to ensure that vendor audits are performed in a timely manner, issues are resolved promptly, and for assistance with vendor selection needs.
  11. SME - Collaborates with internal/external business partners, and large account customers, seeking and/or providing assistance or input when needed to support Casualty business strategies.  Collaborates with peers and other departments to make decisions that are in the best interest of the company.
  12. Industry Research/Best Practices - Participates in professional industry groups and stays abreast of industry changes, advancements, and jurisdictional issues to communicate, develop, and incorporate best practices into the claims business.  Shares new information, best practices, and processes.  
  13. Performs other duties as assigned.
  14. Transitional - Due to the nature of the reorganization resulting in this job title, the person filling this Job Title may be required to perform some of the essential functions of another job description during the transition period.


  1. 7 or more years casualty claims handling experience of accurately evaluating, negotiating, and settling casualty injury and general liability claims.
  2. 5-7 years of successful leadership experience with increased responsibility.  Experience coaching and developing direct reports with proven results.
  3. Excellent oral, written and interpersonal skills, resulting in the ability to interact with all levels of management and employee population.
  4. Excellent analytical, tracking, and monitoring skills.  Ability to collect and analyze data, identify trends, establish facts, and recommend solutions.
  5. Strong organization and facilitation skills.
  6. Proficient use of various core systems, office and computer equipment and software packages.
  7. Conflict resolution experience.
  8. Travel.
  9. Valid driver’s license and a driving record that conforms to company standards.
  10. Industry recognized designation, such as CPCU, SCLA, AIC, etc.
  11. Bachelor’s Degree.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

  1. Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).
  2. Ability to communicate effectively in a collaborative work environment utilizing various technologies such as:  telephone, computer, web, voice, teleconferencing, e-mail etc.
  3. Ability to travel as required.
  4. Ability to operate an automobile within the parameters of the driving policy.

Claims Unit Leaders - Auto Injury & GL 

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