Director of Shared Services, Claims
The Hanover Insurance Group
United States, Massachusetts, Worcester
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Salary
Rank
Director
Responsibility
Functional Tower Lead
Scope
Regional
Workplace
Hybrid
Functions
HR
Legal
Reports to
Level
N-2
Travel Max:
0%
Posting Date
08-05-2025
Description
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.
Key Responsibilities
- 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.
Qualification & Requirements
- 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.
Benefits
- 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)
Company Profile
The Hanover Insurance Group
Industry
Insurance
Revenue
$1.52B
Employees
4,600
Fortune 500 Rank
#608
Global 500 Rank
NA
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