Casualty Claims Manager

MSIG USA continues to grow! 

Company Overview:

MSIG USA is the US-based subsidiary of MS&AD Insurance Group Holdings, Inc., one of the world’s top P&C carriers and a global Class 15 insurer, with A+ ratings and a reach that spans 40+ countries and regions. Leveraging our 350-year heritage, MSIG USA brings the financial strength, expertise, and global footprint to offer commercial insurance solutions that address your business’s unique risks.

Overall Purpose

Leads and oversees Branch Claim Office operations, ensuring efficient workflow, strong customer service, and full compliance with company guidelines, regulatory requirements, and fair claims practices. Balances leadership responsibilities with active claims handling.

Key Responsibilities

Operational Leadership

• Direct and manages daily claims operations within the branch office
• Ensures workloads are properly assigned and handled efficiently
• Maintains high customer service standards and claim resolution quality

Compliance & Governance

• Enforces adherence to company claims manuals, policies, and regulatory requirements
• Ensures compliance with jurisdictional laws and Fair Claims Practices Acts
• Conducts internal audits to ensure financial, operational, and claims compliance

Claims Handling

• Reviews new claims to determine investigation strategy and compensability
• Identifies coverage issues and evaluates claim merit
• Conducts investigations and authorizes fair settlements within authority limits
• Establishes and manages claim reserves and escalates when needed

Risk & Fraud Management

• Identifies recovery opportunities and potential fraud
• Oversee special investigations and recovery efforts
• Ensures compliance with regulatory and company standards in these activities

Documentation & Reporting

• Maintains accurate, timely claim documentation and diary management
• Ensure proper reporting to internal stakeholders and external agencies
• Communicates significant claim developments to Home Office

Communication & Strategy

• Shares company updates, trends, and objectives with staff
• Participates in industry associations to stay current on regulations and trends
• Supports special projects and business initiatives

Supervisory Responsibilities

• Leads, coaches, and develops claims staff
• Handles hiring, training, performance management, and disciplinary actions
• Delegates authority appropriately to improve efficiency and staff development
• Build a motivated, high-performing team aligned with business goals

Qualifications

Experience

• 7+ years Workers’ Compensation claims experience
• 4+ years in a supervisory/management role

Education

• High school diploma required
• Bachelor’s degree preferred

Preferred Certifications

• AIC, CPCU, or Claims Law designation

Core Skills

Technical & Functional

• Claims investigation and evaluation
• Reserve analysis and financial oversight
• Knowledge of claim systems (IVOS, Guidewire preferred)
• Regulatory and compliance expertise

Leadership & Business Skills

• Performance management and team development
• Strong delegation, negotiation, and organizational skills
• Ability to handle sensitive or complex situations

Communication

• Strong written and verbal communication
• Ability to present to leadership and stakeholders
• Effective interpersonal and relationship-building skills

Technology & Digital Enablement

• Leverages claims management systems (IVOS, Guidewire or similar platforms) to monitor workflow, improve claim handling efficiency, and ensure accurate documentation.
• Utilizes data analytics and reporting tools to track key performance indicators (KPIs), identify trends, and support data-driven decision-making within the Branch Claim Office.
• Ensure proper system utilization by claims staff, including timely entry of claim notes, reserve updates, diary management, and regulatory reporting.
• Partners with IT and business stakeholders on system enhancements, implementations, and process improvements to optimize claims operations and customer experience.
• Driving adoption of digital tools, automation, and electronic workflows to increase productivity, reduce cycle times, and improve file quality.
• Maintains awareness of emerging technologies in the claims and insurance space (e.g., AI-assisted claims triage, fraud detection tools, predictive analytics).
• Ensures data integrity, system compliance, and adherence to cybersecurity and privacy standards in all claims-related technology use.

Competency

• Customer Focus
• Communication
• Teamwork & Collaboration
• Performance Management
• People Development

Work Conditions

• Primarily office-based with regular sitting, communication, and computer use
• Some physical movement (walking, standing) required
• Occasional travel (~10%)

It's an exciting time for our company and a great opportunity to join a financially sound and growing global insurance group!  

It is the policy of MSIG USA to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, MSIG USA will provide reasonable accommodations for qualified individuals with disabilities.