Claims Field Manager Auto Physical Damage

75023, Plano
Jul 31, 2022
Sep 29, 2022
Job Type
Not Specified
Career Level
Not Specified

Advance your career at Liberty Mutual Insurance - A Fortune 100 Company!    


With over $29B in revenue, Global Retail Markets (GRM) is the largest Strategic Business Unit (SBU) within Liberty Mutual Insurance, a global Top 10 P&C Insurance Carrier and Fortune 100 company. The GRM U.S. Claims APD organization is looking for a top-notch Claims Field Manager who will be responsible for the APD process, rolling out multiple initiatives, driving execution excellence and generating superior operational results. This is a highly visible role that reports directly to the Sr. Field Manager and Vice President of APD. He/She will assist with setting goals for the operation, driving critical objectives to completion and overall development of multi-geographic area. Will be responsible for fostering an inclusive and engaging environment.  Accountable for implementing a Liberty Management System which includes problem solving, action planning with sustainable improvements, and change resiliency.  Create a culture of operational excellence and exceptional customer service across the operation where all are committed to providing a differentiated claims customer experience. The Claims Field Manager will be responsible for an operation of 350+ adjusters and leaders and will play a key role driving improvement in employee engagement, loss outcomes, and expense.  The ideal candidate would be a highly collaborative thought leader, strategic thinker and change leader who will help us become operationally excellent.




  • Creates a vision and talent strategy to attract and retain talent and minimize attrition to ensure availability of future talent and build a high performing team and culture.
  • Identifies capability / skill gaps and provides tailored coaching, leadership, guidance, and support to a team of diverse professionals to support optimal performance to achieve goals and removes barriers to success.
  • Reviews and monitors APD operational health, business results and execution of processes. Proactively Identifies gaps, opportunities and inconsistencies and takes action to diagnose, action plan and uses a collaborative approach to resolution and drive improvements. Advocates a culture committed to identifying process efficiencies to continuously improve how work is completed. 
  • Manages and coordinates implementation of APD Claims programs and initiatives, such as systems implementation, accuracy/quality, customer/agent experience and efficiency improvement initiatives. Owns change management and initiative sustainment best practices.
  • Creates and implements a culture that inspires claims customer service excellence by applying voice of the customer principles to build empathy and passion for the customer experience across the operations. Focuses on continuously improving the way in which the customer interacts with the business including adopting a digital mindset. 
  • Displays an understanding of industry best practices and maintains an awareness of emerging trends to monitor the company`s compliance with state and federal legislation.
  • Creates a vision and talent strategy to attract and retain talent and minimize attrition in order to ensure availability of future talent. Engages and attracts exceptional claims talent and holds others accountable for attracting and developing talent.
  • Demonstrates a passion and vision towards a highly effective and engaged employee culture. Delivers continuous coaching, rewards and recognizes employees to reinforce behaviors that ensure service excellence, and holds other accountable for the development of their teams.  
  • Promotes and advocates business unit goals and objectives, ensuring alignment with broader claims functional goals. Is a leader in the operation and continuous driver towards becoming a Best in Class APD Organization. 
  • Evaluates operational practices and establishes new practices/processes that enhance organizational effectiveness, complying with the regulatory environment. Ensures execution and sustainability of all processes, initiatives and quality guidelines.
  • Maintains a presence in claims offices across several geographic areas, travelling as necessary.  Makes sound recommendations to leadership, ensuring appropriate resource allocation (e.g. budget, talent, assets, etc.)
  • Monitors the claims reserve practices to ensure accuracy. Reviews and approves, within assigned authority limits, claim expenses and settlements that exceed the claims employee`s authority level.
  • Recommend claim handling strategies on compliance matters and lead discussions with senior executive leadership and counsel.  

  • Bachelor's degree and P&C Claims experience is required. Advance education/degree e.g., Masters/MBA or equivalent experience in relevant roles is highly preferred.
  • Minimum 10 years of experience. Must have relevant and recent leadership ability to manage large organizations with a demonstrable track record of developing high performing teams that delivered superior results.
  • Must have exceptional communication, negotiation, and interpersonal skills.
  • Demonstrable strategic thinking, analytical, large scale project management, and problem-solving capabilities.
  • Proven ability to effectively influence at all levels of the organization.
  • Strong collaboration and change resiliency mindset and capabilities to create alignment across all levels with key stakeholders
  • Travel expectation: <50% (Domestic)
  • Develop and implement plans that improve operational effectiveness
  • Develop and champion innovative solutions to complex problems; promote and execute change initiatives with sustainable results.
  • Proficiency in implementing a Management System

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.

Liberty Mutual has proudly been recognized as a Great Place to Work by Great Place to Work® US for the past several years. We were also selected as one of the 100 Best Places to Work in IT on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduatesas well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit:

We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit:

Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.

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