Back to Jobs search

Supervisor, Commercial/Complex (Hybrid)

MAPFRE Insurance • Webster, MA • 2h ago

Date: Jan 19, 2026

Location:

Webster, MA, US

Company: MAPFRE

Summary

Join a highly skilled Commercial/Complex Claims Division where you will lead a team of Consultants and Senior Consultants , ensuring excellence in claim investigation, development, and settlement. In this leadership role, you will provide expert technical direction, cultivate a high-performing team, and drive outstanding customer service across complex, multi-line, and multi-jurisdictional claims.

You'll partner closely with defense counsel, agents, and Underwriting, playing a critical role in identifying exposures, ensuring regulatory compliance, and delivering exceptional claims outcomes.

Key Areas of Responsibility

Customer Service Excellence

Lead a team in the investigation, development, and settlement of complex and commercial claims while ensuring top-tier customer service.

Review and monitor claim files to ensure compliance with service standards, policies, and procedures.

Address and resolve customer and claimant concerns professionally and efficiently.

Ensure Division of Insurance inquiries and any potential bad-faith complaints are managed accurately and promptly.

Evaluate oral and written communications - including voicemail - to ensure clarity, empathy, and conciseness.

Promote a strong culture of teamwork within the unit and across Claims and the broader organization.

Ensure all company policies, procedures, and standards are consistently applied.

Quality & Productivity Leadership

Guide the unit to achieve key customer service and productivity goals.

Continuously assess claim volumes and ensure adherence to established service standards.

Monitor opening/closing counts and allocate workloads based on complexity and adjuster capability.

Analyze claim quality reports and productivity metrics to identify trends, evaluate performance, and maximize team output.

Conduct periodic trending reviews to reinforce quality expectations.

Maintain active diary oversight to ensure timely reserving, proactive evaluations, and efficient claim progression.

Recommend independent adjusting firms or specialty vendors (accident reconstruction, arson, etc.) as appropriate and monitor their performance to control expenses and ensure quality.

Provide oversight of litigated claims to ensure effective defense counsel management.

Technical Expertise

Utilize increased settlement authorization to review and approve claim settlements.

Approve coverage and liability denials.

Deliver ongoing technical coaching and direction to staff.

Effectively communicate and roll out new processes and procedures.

Collaborate with management to enhance interdepartmental efficiency.

Identify, recommend, and implement process improvements to increase unit productivity and effectiveness.

Participate in departmental initiatives, long-range planning, and the Large Loss Committee.

Stay current on case law and industry developments, sharing knowledge with staff.

Mentor and support the development of new supervisors.

Partner closely with the Examining Division and ensure accurate reserve calculations aligned with company philosophy.

Leadership & Talent Development

Lead interviewing and hiring efforts for prospective team members.

Inspire, coach, and guide staff to achieve performance expectations while fostering morale and teamwork.

Provide regular training and development opportunities tailored to team goals and capability growth.

Deliver fair, objective performance evaluations using data-driven insights and trending reviews.

Set clear objectives aligned with departmental and organizational goals.

Lead departmental focus groups and contribute recommendations to leadership.

Represent the department on interdepartmental committees and project teams.

Maintain close oversight of high-exposure cases.

Education & Experience

Bachelor's Degree or equivalent professional-level knowledge preferred; equivalent related experience will be considered.

7-9 years claims technical experience required (or Associate's Degree + 9-11 years) .

Prior supervisory experience in a claims environment strongly preferred .

Experience with environmental claims, multi-line field adjusting, and claims auditing is desirable.

Exposure to both personal and commercial auto and OTA claims is a plus.

Multi-state claim handling experience is preferred.

Proven ability to innovate, implement workflow improvements, and operate in a fast-paced, multi-task environment.

Pay Philosophy : The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range $87,700 - $120,700

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the Mapfre Insurance Talent Acquisition team at talentacquisition@mapfreusa.com _.

We are proud to be an equal opportunity employer._

Nearest Major Market: Worcester

Job Segment: Compliance, Law, Claims, Liability, Underwriter, Legal, Insurance

Apply now »

Similar Jobs

Scientist II

Actalent • Worcester, MA • 3h ago

Job Title: Scientist II Job Description We are seeking a highly motivated Scientist II to join the Cell and Functional Biology group in Worcester, MA. This role involves executing cell- and protein-based functional chara...

3h ago

Go to Apply

Hospital Operations Manager

Agiliti Health • Worcester, MA • 4h ago

Hospital & Medical

POSITION SUMMARY The Hospital Operations Manager is responsible for managing the daily operation of a hospital-based Asset360 program, which includes managing the customer relationship and supervising employees. The Hosp...

4h ago

Go to Apply

Respiratory Therapist - FT Nights

Trinity Health • Stafford Springs, CT • 4h ago

Hospital & Medical

Employment Type: Full time Shift: 12 Hour Night Shift Description: The Respiratory Therapist shall be responsible for the administration of respiratory care offered by the Respiratory Care Department What you will do The...

4h ago

Go to Apply

Medical Receptionist

UnitedHealth Group • Worcester, MA • 4h ago

Hospital & Medical

$1,000 SIGN ON BONUS FOR EXTERNAL APPLICANTS Optum is a global organization that delivers care, aided by technology, to help millions of people live healthier lives. The work you do with our team will directly improve he...

4h ago

Go to Apply

Retail Banker I - Park Ave

TD Bank • Worcester, MA • 5h ago

Retail & Hospitality

Work Location: Worcester, Massachusetts, United States of America Hours: 40 Pay Details: $22.50 - $29.00 USD TD is committed to providing fair and equitable compensation opportunities to all colleagues. Growth opportunit...

5h ago

Go to Apply

Psychologist

VitalCore Health Strategies • Hopkinton, MA • 11h ago

Hospital & Medical Sponsored

sis intervention when necessary. Provide education, supervision, and guidance to behavioral health staff as needed, and participate in professional development, including meetings and trainings directed by company or fac...

11h ago

Go to Apply

Fire Alarm Systems Technician

Impact Fire • Worcester, MA • 16h ago

IT & Engineering

Established in 2009, Impact Fire Services was the vision of a group of experienced industry professionals that wanted to build a best-in-class fire protection and life safety company. Through superior customer service an...

16h ago

Go to Apply

Citizens Teller

Citizens • Franklin, MA • 1d ago

Finance, Accounting & Banking

Description Starting Salary: $19 / hour and up As a Citizens Teller - YOU make a real difference for our customers and the branch team. What you'll do You'll greet our customers in our lobbies. You're comfortable enough...

1d ago

Go to Apply

CDL A Delivery Driver

Performance Food Group • Worcester, MA • 1d ago

Trucking & Construction

136165BR Job Title: CDL A Delivery Driver Location: Performance Springfield (0735) Job Description: Position Details: $96,200 annual guarantee Monday thru Friday schedule Home Daily We Deliver the Goods: Competitive pay...

1d ago

Go to Apply

HR Lead - 08014

Hannaford • Uxbridge, MA • 1d ago

Category/Area of Expertise: Retail Operations Job Requisition: 476768 Address: USA-MA-Uxbridge-158 Main Street Store Code: Store 08014 Management (2756425) Hannaford Supermarkets started out as a fresh produce vendor in...

1d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.