Director Complex Claims

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Director Complex Claims

senior · Insurance

Founded in 1866, The Hartford Steam Boiler Inspection and Insurance Company (HSB) has been a pioneer in industrial safety and loss prevention for over 150 years. Our organization is driven by a passion for technical excellence, innovation, and a commitment to making a lasting difference.

Director, Complex Claims

We are seeking an experienced and strategic Director, Complex Claims to lead our Large Loss and Complex Claims team. In this highly visible leadership role, you will oversee the handling of large exposure and complex claims while driving exceptional claims quality, customer service, operational excellence, and team performance. You will provide technical oversight and guidance on complex claim matters, mentor and develop high-performing claims professionals, and help shape the strategic direction of a critical claims function. This position offers the opportunity to influence organizational results, implement meaningful improvements, and partner closely with senior leaders across Claims, Legal, Underwriting, Marketing, and other business areas.

At HSB, you'll join an organization where technical expertise, innovation, and employee development are highly valued. You'll have the opportunity to lead a talented team, influence business outcomes, and contribute to a company with a long-standing reputation for excellence and customer service. As part of Munich Re, you'll also have access to global resources, industry-leading expertise, and opportunities for continued career growth.

What You'll Do

Lead Claims Quality and Customer Service

• Ensure the team consistently delivers high-quality claim outcomes aligned with established claims management standards.
• Create an environment that delivers exceptional customer experiences and market differentiation.
• Oversee claims training, development, and quality assessment programs.
• Drive continuous improvement initiatives focused on claims quality and customer service excellence.

Develop and Inspire Talent

• Build and maintain an engaged, high-performing team environment.
• Mentor, coach, and develop claims professionals to strengthen technical expertise and leadership capabilities.
• Own team performance results and ensure achievement of organizational goals.
• Make thoughtful and pragmatic decisions regarding people, processes, systems, and structure.
• Recognize high performance while proactively addressing performance opportunities.

Drive Business Performance

• Identify performance trends and implement action plans that achieve measurable results.
• Support organizational initiatives and operational priorities.
• Manage expenses with discipline and accountability.
• Promote compliance and execution excellence across all aspects of the operation.

Grow as a Leader

• Stay informed of industry developments and emerging trends.
• Seek feedback and pursue opportunities for professional growth.
• Participate in strategic projects that broaden organizational impact and leadership effectiveness.

Education and Experience

• Bachelor's degree required;
• 10 or more years of claims handling experience.
• 5-10 years of experience managing large exposure and/or complex claims involving coverage analysis, liability determination, investigation, evaluation, negotiation, and settlement.
• Proven leadership experience managing and developing claims professionals across varying levels of expertise and tenure.
• Demonstrated experience leading teams, driving performance, and implementing strategic initiatives within a claims organization. 

Knowledge and Skills

• Strong leadership abilities with a proven track record of coaching, mentoring, and developing high-performing teams.
• Ability to drive claims quality, customer satisfaction, and operational excellence across a claims organization.
• Strong analytical and decision-making skills with the ability to assess technical, functional, and financial information.
• Expertise in coverage interpretation, reserve adequacy, liability analysis, negotiation, and complex claim resolution.
• Deep understanding of large loss and complex claims management principles.
• Excellent communication and relationship-building skills with the ability to influence stakeholders at all levels of the organization.
• Strong customer focus and ability to collaborate effectively with Legal, Underwriting, Client Companies, Marketing, and other business partners.
• Ability to lead organizational change initiatives and execute mission-critical objectives.
• Experience managing team performance, identifying trends, and implementing continuous improvement initiatives.
• Flexibility and adaptability in a fast-paced, evolving environment.
• Ability to foster teamwork, accountability, conflict resolution, and a culture of continuous development.

The base salary range anticipated for this position is $130,000 - $185,000, plus opportunity for company bonus based upon a percentage of eligible pay.  In addition, the company makes available a variety of benefits to employees, including health insurance coverage, an employee wellness program, life and disability insurance, 401k match, retirement savings plan, paid holidays and paid time off (PTO).

The salary estimate is adjusted to reflect the varying market conditions across different locations. Factors that may be used to determine your actual salary include your specific skills, how many years of experience you have and comparison to other employees already in this role. Most candidates will start in the bottom half of the range.

We are proud to offer employees, their domestic partners, and their children a wide range of insurance benefits, including:

• Two options for your health insurance plan (PPO or High Deductible).
• Prescription drug coverage (included in your health insurance plan).
• Vision and dental insurance plans.
• Additional insurance coverages provided at no cost to you, such as basic life insurance equal to 1x annual salary and AD&D coverage that is equal to 1x annual salary.
• Short and Long Term Disability coverage.
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes Spouse/domestic partner and children).
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity).

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded.
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries.
• Eligibility to receive a yearly bonus as a Munich Re employee.
• A variety of health and wellness programs provided at no cost.
• Paid time off for eligible family care needs.
• Tuition assistance and educational achievement bonuses.
• A corporate matching gifts program that further enhances your charitable donation.
• Paid time off to volunteer in your community.

At The Hartford Steam Boiler, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.   

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.  The work environment characteristics, and any physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.  Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Lead Complex Claims. Develop Exceptional Talent. Drive Meaningful Results. Build Your Leadership Legacy at HSB.