Sr. Manager Customer Relations - Commercial Multiperil

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our  journey as we strive to transform the insurance  carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our  internal and external communities better everyday! Learn more about why you want to be here!

The Senior Manager, Claims is responsible for building a team and leading strategic initiatives that ensure regulatory compliance, operational efficiency, and superior claim outcomes. This role leverages data-driven insights to optimize processes, mitigate risk, and enhance customer experience nationally.  The Senior Manager will have the opportunity to partner with all departments to create the ideal claim environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Provide Strategic Leadership, Data Driven Decision Making, Operational Efficiencies, and Customer Focus.

• Develops and executes strategies that align audit, compliance, technical claims management, and support functions with organizational goals for claims performance.

• Drives initiatives that improve claim outcomes through process optimization and risk mitigation.

• Establishes metrics and KPIs to measure performance, operational efficiency, and compliance effectiveness.

• Leverages analytics and reporting tools to identify trends, gaps, and opportunities for improvement.

• Translates data insights into actionable strategies for claims operations.

• Streamlines workflows and eliminate redundancies.

• Implements automation and technology solutions to enhance productivity and reduce cycle times.

• Monitors resource allocation and optimize team performance.

• Ensures operational procedures support excellent customer experience while maintaining compliance and accuracy standards.

• Collaborates with claims teams to resolve escalated issues promptly and effectively.

• Identifies and mitigates operational, compliance, and reputational risks related to claims handling.

• Maintains robust internal controls and ensure timely remediation of audit findings.

Collaborate with internal stakeholders to address claims issues and trends.

• Communicate consistently with the Claims Leadership team regarding claims management, policies, procedures, audits, reports, and projects associated with claims handling and operational activities.

• Partner with senior leadership to resolve evolving claim issues and trends related to providers or other external constituencies.

• Analyze operational/system issues and claims exposures, as applicable, to submit to senior leadership along with recommendations.

• Review reports/data to identify and address adverse trends and manage budget expenditures. Create and deliver regular reports on operating metrics to Claims leadership.

Lead and develop a team to provide best-in-class customer service.

• Provide team leadership, development and mentoring.

• Provide strategic and tactical directions to team(s), communicating Mission, Values, and other organization operating principles.

• Establish and maintain the overall work cadence, ensuring performance and outcomes strive for excellence in delivery and customer experience. Ensure full team engagement and leadership practices that promote and support professional development, recognition, and retention.

• Establish hiring criteria, on-boarding, and training requirements for new team members.

• Oversee the performance management and development process and perform performance management duties, development planning, and coaching for direct reports.

• Ensure data quality, adherence to IT security guidelines, profitability and other risk-related metrics for self and team members.

• Manage team budgets, technology, workload, and customer inquiries for branches. Ensure adherence to all Company policies, procedures as well as compliance accountabilities and responsibilities.

Customer Relations Management Oversight

• Leads the Customer Care function, ensuring consistent, high‑quality customer experience and serving as the escalation point for complex customer issues.

• Drives cross‑functional coordination across Claims, Underwriting, and Risk Management to resolve customer issues and ensure aligned, effective account servicing.

• Provides oversight of the claims review process, ensuring timely scheduling, accurate reporting, and clear communication aligned with ICW Group’s claims philosophy and service commitments.

• Analyzes customer data and trends to deliver actionable insights, escalate key issues, and support continuous improvement and leadership decision‑making.

• Ensures governance and accountability for customer communications, reporting accuracy, and follow‑through on identified issues, trends, and opportunities.

SUPERVISORY RESPONSIBILITIES

Directly supervises a team. Fulfills supervisory responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations and goals; forecasting staffing needs and planning for peak times frames and absences; enforcing department policies and procedures.

EDUCATION AND SKILLS

• Bachelor’s degree required (or equivalent combination of education and experience).

• Minimum 10+ years’ claims experience required.

• Experience leading and supervising claims professionals.

• Experience with diverse jurisdictions is highly desirable.            

CERTIFICATES, LICENSES, REGISTRATIONS

• Adjuster Certification may be required depending upon role and jurisdiction (must be obtained within 6 months of hire if needed).    

• Other designations a plus based on role specifics such as CPCU, WCCA, AINS, etc.   

KNOWLEDGE AND SKILLS

• Expertise with national insurance regulations and standards

• Strong analytical skills with experience in data-driven decision-making.

• Proven ability to lead teams and manage complex projects.

• Excellent communication and stakeholder management skills.

• Industry vendor knowledge

• Familiarity with automation tools and process improvement practices.

• Advanced proficiency in data analytics and reporting tools.

• Ability to drive accountability, results and desired performance outcomes.   

PHYSICAL REQUIREMENTS

Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.  The employee may need to sit in front of a computer for a period. While performing the duties of this job, the employee may occasionally need to reach, stoop, kneel, crouch, or crawl. The employee may need to lift and/or move up to twenty-five pounds.

WORK ENVIRONMENT 

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment.

We are currently not offering employment sponsorship for this opportunity

#LI-ET1 #LI-Hybrid

The current range for this position is

This range is exclusive of fringe benefits and potential bonuses.  If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP? 

• Challenging work and the ability to make a difference 

• You will have a voice and feel a sense of belonging 

• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match 

• Bonus potential for all positions 

• Paid Time Off

• Paid holidays throughout the calendar year 

• Want to continue learning? We’ll support you 100% 

ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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