Claims director of services

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

Our Claims team is seeking a Director of Shared Services to join the growing team in the Worcester, MA or Howell, MI. This is a full time, exempt role. This is a hybrid opportunity.

POSITION OVERVIEW:

The Director of Claims Shared Services is a strategic leader responsible for transforming the First Notice of Loss (FNOL) function into a modern, future-ready operation. This role oversees daily FNOL and call center operations, ensuring efficient resource management, workflow optimization, and service excellence across all lines of business. The director drives innovation through process modernization and alternative sourcing strategies, including partnerships with alternative sourcing providers.

This position plays a critical role in aligning operational performance with organizational goals by analyzing key metrics, managing financial activity, and championing continuous improvement initiatives. The director fosters strong relationships with internal and external stakeholders, serves as a subject matter expert, and contributes to enterprise-wide initiatives that support claims transformation and financial performance.

In addition to operational leadership, the director is accountable for talent strategy - making key hiring decisions, managing performance, and developing high-potential leaders through coaching, mentoring, and professional development programs. The role also ensures compliance with HR policies, participates in employee relations matters, and leads performance management efforts to build and sustain a high performing, engaged workforce.

IN THIS ROLE, YOU WILL:

• Lead the transformation of the First Notice of Loss (FNOL) function into a future-ready operation by modernizing processes, implementing alternative sourcing strategies
• Provide daily leadership and oversight of FNOL and call center operations, ensuring optimal resource allocation, efficient workflow management, and adherence to service standards across all lines of business.
• Direct and monitor operational performance by analyzing key metrics, financial
• reports, and service outcomes to drive data-informed decisions and reinforce organizational goals.
• Champion continuous improvement by identifying opportunities for process optimization, cost reduction, and service quality enhancements through innovative solutions and best practices.
• Lead and contribute to enterprise-wide initiatives that support claims transformation, operational excellence, and financial performance targets.
• Make strategic hiring decisions for Unit Manager roles within the operation, ensuring alignment with organizational needs and leadership expectations.
• Monitor claim volumes and business forecasts to make timely, data-driven staffing recommendations within established workforce models.
• Identify and cultivate leadership potential by providing coaching, mentoring, and tailored development opportunities to team members.
  
  

WHAT YOU NEED TO APPLY:

• Bachelor’s degree or associate degree with equivalent work experience required.
• Experience leading a call center operation.
• 5+ years of progressive leadership experience, optimally within an insurance and or claims operation.
• Experience managing and building strong partnerships with alternative sourcing partnerships and external vendors.
• Strong understanding of call center operations and technical expertise, with the ability to align operational support functions to business needs.
• Experience with vendor management partnerships.
• Strong analytical and problem-solving skills to review budgets, assess financial performance, identify operational trends, and deliver actionable insights to senior leadership; actively contribute to strategic planning and enterprise-wide leadership initiatives.
• Strong organizational and time management skills, with the ability to manage multiple priorities and adapt to shifting demands.
  
  

CAREER DEVELOPMENT:

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits
  
  

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. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:[email protected] and include the link of the job posting in which you are interested.

Privacy Policy:

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Compensation:

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.