The Hartford

Team Leader-Workers’ Compensation-Claims Plus 1902154


The purpose of the Team Lead position is to ensure that a high level of functional expertise and policyholder service is practiced in claim adjudication within the team/unit. The Supervisor will lead a team of Worker’s Compensation Claims plus Representatives by aligning and managing the employees and other resources in order to achieve Claim Quality, Policyholder Satisfaction and Accurate Compliance. Key responsibilities include:

  • Manage and direct claim investigation, disposition and settlement, in compliance with corporate claim settlement policies and procedures.
  • Effectively manage allocated loss costs relative to budget guidelines.
  • Fully comply with statutory, regulatory and ethics requirements.
  • Effectively communicate and teach a thorough understanding of business vision, strategies and plans for achieving business goals.
  • Effectively train, coach and develop staff to enable optimal job performance and the achievement of individual and professional goals.
  • Maintain thorough understanding of claim industry trends to assist in the identification of positive and adverse impacts.
  • Manage Claim Handlers with corresponding claim inventories.
  • Effectively manage and balance work load in terms of equitable claim distribution.
  • Utilize various financial reporting tools to monitor and address reserve accuracy and trending.
  • Assess claim volume and staffing needs to identify and effectively address staffing gaps and surplus.

Leadership Effectiveness:

  • Maintain, effectively communicate and teach a thorough understanding of business vision, strategies and plans for achieving business goals.
  • Manage and implement change including explaining drivers and business goals.
  • Set high standards for self and others.
  • Maintain action-oriented, confident approach to work assignments.
  • Stay current on issues impacting personal and/or commercial business including industry and marketplace trends, strategic direction of the organization, organizational structure and leadership, team goals and internal initiatives.
  • Use critical thinking skills to gather information, apply sound reasoning, draw appropriate conclusions and make sound decisions based on a mixture of analysis, experience and judgment.

Talent Management:

  • Effectively hold self and staff accountable for achievement of business results.
  • Effectively train, coach and develop staff to enable them to perform their jobs and achieve individual and professional goals.
  • Effectively train, coach and develop staff for management succession purposes.
  • Evaluate, acknowledge and manage performance through the use of appraisal tools.
  • Effectively address and manage performance that does not meet required standards.

Customer Service:

  • Maintain dedication to meeting expectations and requirements of internal and external customers.
  • Obtain first-hand customer information and use it for improvements in products and services.
  • Establish and maintain effective relationships with customers, gaining their trust and respect.
  • Demonstrate diplomacy and tact to effectively avoid or diffuse high-tension situations.
  • Negotiate skillfully in tough situations with internal and external groups;
  • Set aggressive and realistic expectations for responding and follow through on commitment.
  • Always demonstrate professionalism and establish credibility when interacting with customers.
  • Personally enhance The Hartford’s reputation in the marketplace.
  • Treat all customers with respect and careful attention.
  • Clearly explain complex or technical information that is helpful to customers.

Teamwork and Team Building:

  • Create and support a team environment that achieves Claims’ Diversity and Inclusion initiatives.
  • Build a high performing team with diverse characteristics, where individual differences are valued.
  • Build appropriate rapport and constructive and effective relationships with people inside and outside the organization.
  • Represent The Hartford as a credible, trustworthy, flexible and dependable resource.
  • Demonstrate courtesy, honesty, integrity, respect and competence when interacting with others.
  • Embrace leadership role among claim team leaders and handlers and offer advanced expertise to help teammates, solve problems, learn new skills and accomplish goals.
  • Consistently act with the highest level of integrity and adhere to general principles of business ethics.


  • Minimum of 3 years of experience handling workers’ compensation claims or prior claim leadership experience required.
  • Experience in leading and managing all levels of staff relative to experience, tenure and professional development is a plus.
  • Strong understanding of reserve accuracy relative to claim exposures.
  • Extensive knowledge of customer service drivers and the ability to resolve customer issues, needs and concerns independently.
  • Experience with human resource policies and procedures and administration exposure is a plus!
  • Strong leadership skills in terms of teaching, guiding, coaching and developing staff is a plus!
  • Strong communication skills, both verbal and written regardless of audience demographic.
  • Strong analytical skills in terms of functional, technical and financial information.
  • College degree or equivalent work experience.
  • Consistent high level of performance and achievement over career span.
  • Demonstrated level of competency.
  • There may be future license requirements for Worker’s Compensation depending upon the jurisdiction.

**The preference is for this position to reside in one of our Claims Locations; however, the option for remote work status may be considered for highly qualified candidates.

Job Function: P&C Claim Misc Supt Roles

Primary Location: United States

Schedule: Full-time

Job Level: Team Leader

Education Level: High School Diploma/GED (±11 years)

Job Type: Standard

Shift: Day Job

Employee Status: Regular

Overtime Status: Exempt

Travel: No

Remote Worker Option: Yes