Manager divisional claims auto

Overview

Position Summary: Mercury is seeking a Divisional Claims Manager to serve in a director-level leadership role over the Auto Claims organization and related operational workflows that support accurate claim routing, efficient handling, and strong customer outcomes across personal lines auto claims. This leader will oversee a geographically dispersed organization of ~200+ employees that includes Low Touch Claims, Coverage Investigations, Subrogation, Rental, Med Pay, and Theft/Fire. The role has accountability for operational performance, service, compliance, expense management, claim assignment accuracy, transfer governance, employee experience, innovation, change management, and leadership development. This role is designed for a leader who can translate strategy into action, use data driven leadership to improve outcomes, lead through change, and build a strong bench of future leaders.

The Divisional Claims Manager will partner across Claims, QA, Innovation, Product, Underwriting, Sales, Customer Experience and other business teams to improve segmentation, workflow design, customer service, and overall efficiency.

Geo-Salary Information

An in-person interview may be required during the hiring process In CA: Typical hiring range is $183,576 to $224,371. The expected base salary for this position will vary depending on a number of factors, including relevant experience, skills and location.

Responsibilities

Essential Job Functions:

What you’ll do:

• Lead Auto Claims operations with accountability for performance, customer outcomes, compliance, expense management, and talent results.
• Oversee the handling strategy and operational execution for Low Touch Claims, Coverage Investigations, Subrogation, Rental, Med Pay, and Theft/Fire.
• Direct the investigation and resolution of complex claims issues while providing strong technical and administrative guidance across large teams.
• Own claim routing and transfer performance by identifying root causes of mis-segmentation, unnecessary transfers, and workflow breakdowns.
• Use data and detailed analysis to monitor transfer volume, assignment accuracy, capacity, productivity, and emerging operational trends, and provide executive-level reporting and recommendations.
• Partner with FNOL, QA, Innovation, and operational leaders to improve initial claim setup, reduce avoidable handoffs, and strengthen process discipline.
• Oversee transfer criteria and file movement decisions.
• Balance workloads and resources across teams, including exception capacity and specialty assignments, to support continuity and business results.
• Lead change initiatives, tests and learns, and process improvements that increase efficiency, accuracy, and service quality.
• Build a strong leadership culture through coaching, performance management, talent development, succession planning, and clear accountability.
• Create a productive and supportive work environment with high engagement, strong morale, and a focus on world-class claims service.
• Partner cross-functionally to support portfolio management, product implementation, growth, and business profitability.
• Travel as needed to support leadership presence, business priorities, and organizational alignment.

What success looks like

• Improved segmentation accuracy and fewer unnecessary claim transfers.
• Strong operating discipline with measurable results in compliance, file quality, customer outcomes, and cost performance.
• Better visibility into transfer drivers, workflow pain points, and team capacity through clear reporting and analysis.
• A healthy leadership bench supported by active coaching, succession planning, and stronger team capability over time.
• Successful execution of process and change initiatives that improve accuracy, efficiency, and service.
• Ability to identify opportunities to improve claims operations, with an understanding of how AI and a data driven culture can be leveraged to drive business value.

Qualifications

Education:

Minimum Bachelor’s degree.

Experience:

Minimum Adjuster licensing as required by regulators. 10 years of complex claims handling experience, particularly leading complex coverage investigations, including at least 7 years in a leadership role, or an equivalent combination of education and experience. Advanced knowledge of claims procedures, systems, coverage, evaluation, liability, estimating, settlement, and applicable legal and regulatory compliance standards. Strong analytical capability, including the ability to reconcile data, identify trends, diagnose root causes, and convert analysis into business action. Strong written and verbal communication skills, including the ability to present complex operational issues clearly to senior leadership and business partners. Demonstrated ability to lead through change, influence large groups, and exercise independent judgment on sensitive people, legal, and business matters. Strong conflict management, problem-solving, and relationship management skills. Proficiency with Microsoft Office tools and claims-related systems. Strong organization, follow-through, and attention to detail.

Preferred

CPCU, AIC, or other insurance-related designations. Experience leading high-volume operational claims workflows. A track record of improving claim assignment logic, process design, and measurable operational results. Knowledge and Skills: Seeks growth within and beyond this role.

About the Company

Why choose a career at Mercury? At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can’t imagine a world without it. Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life. We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals. Learn more about us here: https://www.mercuryinsurance.com/about/careers

Perks and Benefits

We offer many great benefits, including:

• Competitive compensation
• Flexibility to work from anywhere in the United States for most positions
• Paid time off (vacation time, sick time, 9 paid Company holidays, volunteer hours)
• Incentive bonus programs (potential for holiday bonus, referral bonus, and performance-based bonus)
• Medical, dental, vision, life, and pet insurance
• 401 (k) retirement savings plan with company match
• Engaging work environment
• Promotional opportunities
• Education assistance
• Professional and personal development opportunities
• Company recognition program
• Health and wellbeing resources, including free mental wellbeing therapy/coaching sessions, child and eldercare resources, and more

Mercury Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.