Divisional Claims Manager, Auto

Mercury Insurance

Divisional Claims Manager responsible for overseeing Auto Claims operations and enhancing customer outcomes at Mercury Insurance. Leading a large team and ensuring compliance and efficient handling of claims processes.

Posted 7/3/2026full-timeRemote • 🇺🇸 United StatesSeniorLead💰 $183,576 - $224,371 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Minimum Bachelor’s degree
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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Claims ProceduresCoverage InvestigationsLiability EvaluationSettlement NegotiationOperational Workflow DesignData ReconciliationTrend AnalysisProcess ImprovementClaims Assignment LogicPerformance Management

Soft Skills

Written CommunicationVerbal CommunicationProblem-SolvingRelationship ManagementChange Leadership

Certifications

Adjuster LicensingCPCUAIC