Assistant Vice President, Claims Program Manager

Location: Connecticut

Job Type

Permanent

Build a brilliant future with Hiscox

The Position Can Be Based In

Atlanta, GA

Boston, MA

Chicago, IL

Manhattan, NY

Scottsdale, AZ

West Hartford, CT

Position Summary

The Assistant Vice President, Claims Program Manager is responsible for leading the strategy, design, delivery, and governance of technical claims training and professional development across the US Claims organization.

A primary responsibility of this position is to develop the coverage-analysis capabilities of File Handlers and Claims Leaders. The role will design and deliver practical training on the interpretation and application of both Commercial General Liability and Commercial Professional Liability policies, helping Claims employees identify coverage issues, conduct structured coverage analyses, document coverage positions, and communicate coverage decisions clearly and consistently.

The AVP, Claims Program Manager will bring significant hands-on claims experience in coverage analysis, complex file management, litigation strategy, reserving, negotiation, and claim resolution. The successful candidate must be able to translate that experience into practical learning programs for both developing and experienced Claims Professionals.

The position also owns the Claims onboarding framework, technical curriculum, facilitator model, training calendar, and professional development strategy. The role works closely with Claims Leaders, Quality Assurance, Compliance, Legal, panel counsel, and subject matter experts to ensure technical training remains aligned with Claims Best Practices, QA standards, regulatory obligations, and emerging claim trends. These responsibilities reflect the approved operating model for a dedicated Technical Claims Development lead

Key Responsibilities

• Coverage Analysis Training and Development
• Develop and deliver technical training for File Handlers and Claims Leaders on the interpretation and application of Commercial General Liability and Commercial Professional Liability policies.
• Teach a consistent and disciplined approach to coverage analysis, including:
• Identifying potentially applicable coverage parts and insuring agreements.
• Evaluating whether allegations or claimed damages fall within the scope of coverage.
• Analyzing definitions, conditions, exclusions, endorsements, and policy limitations.
• Identifying material coverage issues and determining when additional facts or legal analysis are required.
• Evaluating defense and indemnity obligations.
• Identifying potential reservation of rights, partial coverage, allocation, and coverage-denial considerations.
• Documenting coverage analyses clearly and completely within claim files.
• Drafting and reviewing coverage communications, including reservation of rights and coverage-position letters.
• Communicating complex coverage conclusions to insureds, brokers, counsel, and internal stakeholders.
• Create practical coverage-analysis exercises using policy language, claim scenarios, pleadings, demand letters, and other claim-file materials.
• Facilitate coverage workshops, technical roundtables, case studies, and calibration sessions for File Handlers and Claims Leaders.
• Develop differentiated learning pathways for new File Handlers, experienced claim professionals, and Claims Leaders responsible for reviewing or approving coverage decisions.
• Reinforce sound professional judgment by teaching participants how policy language, applicable facts, relevant allegations, claim developments, and jurisdictional considerations affect the coverage evaluation.
• Partner with Legal, Compliance, Claims Leaders, and coverage subject matter experts to keep training current and technically accurate.
• Complex Claim and File Management Training
• Develop and deliver technical training on effective claim-file management from initial assessment through resolution.

Train File Handlers and Claims Leaders on

• Initial claim evaluation and development of an appropriate handling strategy.
• Investigation planning and identification of information needed to evaluate coverage, liability, damages, and exposure.
• Timely and accurate claim-file documentation.
• Identification and escalation of complex coverage, severity, regulatory, or litigation issues.
• Development and maintenance of meaningful action plans.
• Reserve analysis and documentation.
• Effective diary and inventory management.
• Coordination with insureds, brokers, defense counsel, coverage counsel, experts, and other stakeholders.
• Compliance with Claims Best Practices, quality standards, and applicable regulatory requirements.
• Incorporate lessons from QA reviews, audits, coverage referrals, litigated matters, and emerging claim trends into technical training.
• Develop job aids, file-review tools, templates, and technical resources that reinforce consistent file-management practices.
• Litigation Management and Claim Resolution
• Design and deliver training on litigation management and effective resolution of Commercial General Liability and Commercial Professional Liability claims.

Train File Handlers and Claims Leaders on

• Early assessment of litigation exposure and resolution opportunities.
• Development of defense and litigation strategies.
• Selection, instruction, oversight, and evaluation of defense counsel.
• Litigation budgeting and management of legal expenses.
• Evaluation of liability, damages, coverage, and settlement value.
• Preparation for mediations, settlement conferences, and other resolution proceedings.
• Negotiation strategy and settlement authority presentations.
• Documentation of litigation strategy, significant developments, and resolution decisions.
• Coordination of coverage and defense strategies when material coverage issues are present.
• Facilitate case-based discussions that strengthen judgment, negotiation skills, and strategic decision-making.
• Partner with panel counsel and external training providers to supplement internal expertise on specialized litigation and coverage topics.
• Training Delivery and Facilitation
• Personally deliver technical training to File Handlers and Claims Leaders through instructor-led, virtual, and practical learning formats.
• Translate complex policy language, legal concepts, and claim-handling principles into clear, practical instruction.
• Provide coaching and feedback that helps Claims Professionals strengthen their coverage analysis, file management, and claim-resolution skills.
• Develop facilitator guides, presentation materials, exercises, case studies, job aids, and technical reference materials.
• Determine which topics require live instruction and which can be converted into self-paced or on-demand learning.
• Coordinate targeted contributions from Claims AVPs, subject matter experts, panel counsel, and external providers while assuming direct ownership of recurring core instruction.
• Onboarding and Professional Development
• Develop technical learning pathways for less experienced Claims Professionals.
• Support the continuing development of experienced File Handlers and Claims Leaders.
• Identify opportunities for advanced technical programming, professional designations, continuing education, external courses, and industry partnerships.
• Coordinate onboarding and development activities with the Claims Program Specialist to ensure technical and operational training operate as one cohesive program.

Required

• Significant commercial insurance claims experience, including hands-on responsibility for complex claims.
• Demonstrated experience analyzing coverage under Commercial General Liability and/or Commercial Professional Liability policies.
• Strong understanding of policy interpretation, coverage-position development, reservation of rights, and coverage communications.
• Substantial experience managing claim files involving litigation, complex coverage issues, or significant exposure.
• Demonstrated experience developing claim strategies, directing investigations, establishing reserves, coordinating with defense counsel, and resolving litigated matters.
• Demonstrated ability to train, coach, mentor, or develop Claims Professionals.
• Strong written and verbal communication skills, including the ability to explain complex policy language and claim concepts clearly.
• Strong presentation and facilitation skills.
• Demonstrated ability to build collaborative relationships with Claims Leaders, File Handlers, Legal, Compliance, Quality Assurance, defense counsel, and other stakeholders.
• Strong organizational, project-management, and curriculum-development capabilities.

Preferred

• Extensive experience handling Commercial General Liability, Employment Practices Liability, Directors and Officers Liability, Miscellaneous Professional Liability, or other Commercial Professional Liability claims.
• Experience handling or overseeing both primary and excess claims.
• Prior Claims leadership or formal technical-development experience.
• Experience managing a team of Claims Professionals and providing technical direction, coaching, and development.
• Experience creating and delivering coverage-analysis training to both File Handlers and Claims Leaders.
• Experience developing onboarding programs, technical curricula, case studies, claim roundtables, or professional-development programs.
• Experience identifying team or organizational training needs and implementing targeted learning solutions.
• Experience working with brokers, insureds, defense counsel, coverage counsel, underwriting partners, and external vendors.
• Experience using claim-quality data, trends, or analytics to identify development opportunities.
• Relevant professional designation, such as CPCU, AIC, SCLA, ARM, or equivalent insurance education.
• Bachelor's degree or an equivalent combination of education and relevant experience.
• Salary Range: $120-$160k
• The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.
• **Please note that this position is hybrid and requires two (2) days in our office weekly**

Success Measures

Success in this role may be measured through

• Consistent delivery of structured coverage-analysis training for File Handlers and Claims Leaders.
• Improved consistency and quality of coverage analyses and coverage documentation.
• Clear learning pathways addressing Commercial General Liability and Commercial Professional Liability policies.
• Effective training in file management, litigation strategy, reserving, and claim resolution.
• Reduced reliance on Claims AVPs and subject matter experts for recurring core policy interpretation instruction.
• Timely incorporation of QA, audit, regulatory, and claim-trend findings into technical training.
• Current, controlled, and clearly owned onboarding and technical-development content.
• Positive feedback from File Handlers, Claims Leaders, and other stakeholders.
• Demonstrated application of training concepts within claim files and leadership reviews.
• Effective collaboration with the Claims Program Specialist to deliver an integrated onboarding and development program.

Hiscox Values

• At Hiscox our spirit is in Challenging Convention and everything we do is guided by our Values.
• Courage: Dare to take a risk
• Ownership: Passionate, commercial and accountable
• Integrity: Do the right thing, however hard
• Connected: Together, build something better
• Human: Clear, fair and inclusive

What Hiscox USA Offers

• Competitive salary and bonus (based on personal & company performance)
• 401(k) with competitive company matching
• Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)
• Company paid group term life, short- term disability and long-term disability coverage
• Paid parental leave
• 4 week paid sabbatical after every 5 years of service
• Financial Adoption Assistance and Medical Travel Reimbursement Programs
• Annual reimbursement up to $600 for health club membership or fees associated with any fitness program
• Recipient of 2024 Cigna’s Well-Being Award for having a best-in-class health and wellness program
• Dynamic, creative and values-driven culture
• Modern and open office spaces, complimentary drinks

About Hiscox

As an international specialist insurer, we are far removed from the world of mass market insurance products. Instead, we are selective and focus on our key areas of expertise and strength - all of which is underpinned by a culture that encourages us to challenge convention and always look for a better way of doing things.

We insure the unique and the interesting. And we search for the same when it comes to talented people. Hiscox is full of smart, reliable human beings that look out for customers and each other. We believe in doing the right thing, making good and rebuilding when things go wrong. Everyone is encouraged to think creatively, challenge the status quo and look for solutions.

Scratch beneath the surface and you will find a business that is solid, but slightly contrary. We like to do things differently and constantly seek to evolve. We might have been around for a long time (our roots go back to 1901), but we are young in many ways, ambitious and going places.

Some people might say insurance is dull, but life at Hiscox is anything but. If that sounds good to you, get in touch.

About Hiscox USA

Hiscox USA was established in 2006 to focus on the needs underserved and specialty commercial clients via both the regional broker and direct distribution channels and is today the fastest-growing business unit within the Hiscox Group.

Today, Hiscox USA has a talent force of about 400 employees mostly operating out of 6 major cities. Hiscox USA offers a broad portfolio of commercial products, including technology, cyber & data risk, multiple professional liability lines, media, entertainment, management liability, crime, kidnap & ransom, commercial property and terrorism.

#LI-RM1

Work with amazing people and be part of a unique culture

Additional Locations: Scottsdale, Boston, New York - Manhattan, Chicago, Atlanta