• Consistently coaches Claims directors and supervisors on leading their teams in regards to efficient claims handling, outstanding customer service, legal and regulatory compliance, and career development.
• Responsible for achievement of assigned goals, objectives and scorecard deliverables.
• Plans, organizes, and controls the resources to deliver the appropriate claims service.
• Accountable for ensuring compliance with all regulations, policies, procedures, and the fair claims settlement practices acts.
• Provides guidance on technical matters, monitors claims reserves and extends settlement authority.
• Communicate both tactical results and strategic vision to all levels of the organization.
• Change implementation amongst business units to improve and increase productivity levels within the organization.
• Possess Claim metrics and reporting knowledge with the ability to implement and analyze reports on a daily, weekly, monthly and quarterly basis.
• The ability to provide innovative and creative ideas to improve our overall claims operation and improve our customer service initiatives with our agents and policyholders.
• Utilize technology and talent management to increase efficiency and to support Company growth and service initiatives.
• Capable of resolving escalated issues arising from operations and requiring coordination with other departments.
• Accountable for expense management and tracks current spend rate, implements process improvements and controls to reduce expenses.
• Collaborative mind-set and willingness to work with people outside immediate reporting hierarchy to improve processes and generate optimal departmental efficiency

• 12+ years of experience within the personal lines auto claims handling with strong technical knowledge surrounding multiple claims disciplines (FNOL, physical damage, subrogation, casualty, etc.).
• Demonstrated record of successful leadership, team building and mentoring.
• Experience leading teams of 100+ individuals including managing supervisor groups.
• Previous phone center management is a plus.
• Demonstrated ability to interact and work with peers and with executive management in a highly collegial manner
• Exceptional quantitative and analytical skills
• Superior verbal and written communication skills.
• Proficient with varying laws of comparative negligence and state regulations.
• Ability to understand and analyze automobile policies and claims data.
• Solid understanding of insurance claims best practices, procedures and industry trends.
• Proficient use of Microsoft Office (Excel, Word, Power Point).

• A bachelor’s degree (B.A.) from an accredited four-year college or university.
• Demonstrated Competencies:
  • Developing procedures
  • Developing reports and metrics
  • Personal Lines experience in MA, CT, NH, NJ, NY and PA.
  • Implementing and tracking work flows with a focus on process improvement

The Plymouth Rock Company and its affiliated group of companies write and manage over $1.6 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.