Unit Manager, Warranty

Company Information

Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.


Job Summary


Under general direction, the warranty claims unit manager is responsible for the quality and performance of the warranty claims handlers. This role works closely with the warranty business partners in underwriting and technical services to provide business support and to provide compelling claims service. Reinforces line of business Vision, Strategies and Objectives through word and action. Selecting, leading, mentoring, performance managing and developing staff. This job manages staff.

Primary Job Duties & Responsibilities

Attract, Retain and Develop World Class Talent: Proactive recruitment of talent; work with management to establish and implement a strategic staffing strategy Effective orientation and on-boarding. Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback. Work with management to develop and implement effective training, performance development and succession planning. Effective retention planning; proactively manage and respond to turnover. Effectively utilize reward system to distinguish top performers and significant achievements. Provide Compelling Claim Services: Collaborate with business leaders across Claim and the business to design, communicate and implement policies and procedures to provide quality and compelling claims service. Keep management apprised of status of high profile claims and be responsible for complying with all controls and reporting requirements. Communicate large reserve adjustments, high exposure/high sensitivity losses, claim trends and industry developments which may impact product line for both clams and underwriting management. Within designated authority, approve claims settlements, reserve changes and expense/indemnity payment requests from direct reports and other unit claim professions (as applicable). Recognize issues with broader implications to the warranty group and Travelers and ensure they are elevated to management and business partners. Represent warranty claims team in claim strategic initiatives and ensure their adoption and implementation. Recruit, hire, train and coach team members: Employ proper claim handling techniques to protect the integrity of our brand and providing consistent service quality and streamlined processes to add value for our customers. Develop and execute a strategic file management plan that achieves optimal file resolution and business results. Responsible for managing the delivery of fair, timely, quality and consistent claims service to accounts, homeowners and their agents and other stakeholders and clients. Review new notices and ensure claims are assigned to staff with appropriate skill level and experience. Monitor and balance file workloads and coordinates daily tasks. Promote and ensure consistency in reporting, file updates, correspondence and general information, both verbal and written. Conduct quality file reviews and audits to ensure best practices and protocols are followed. Investigates and resolves internal and external complaints and conflict. Implement strategies and initiatives to improve file quality, customer service and manage costs. Successfully leverage data, management information and technology to identify and make the most of opportunities to support business strategies and improve results.

Education, Work Experience & Knowledge

College diploma or university degree in engineering, architecture or another designation related to the construction industry is preferred. Minimum 5 years experience in the construction industry (preferably in home building) and customer service preferred. Warranty related work and claim management experience preferred.

Job Specific & Technical Skills & Competencies

Comprehensive and working knowledge of building techniques, construction scheduling and repair methods. Exceptional communication skills, written and verbal. Proven negotiation skills to achieve win-win outcomes, ability to make tough decisions and implement them. Excellent time management and interpersonal skills. Ability to work independently and as a part of a team within a dynamic environment. Proficiency with computer programs.