Job Title 

Unit Manager, Management and Professional Liability

Location

Hybrid (Manchester, NH & Rockville Centre, NY) or Remote

Summary

Reporting to the Head of Specialty Claims, this is a leadership role within the Rockville Risk Management / RiverStone Services team which includes leading a team of Claim Analysts who are responsible for direct handling of complex, multi-line management and professional liability claims, including D&O, E&O, Employment Practices Liability (EPL) and other types of miscellaneous professional lines claims within SLAs for each client. Duties include client interfacing and the oversight of the resolution of coverage and liability issues, claim evaluation, establishment of adequate reserves, litigation management, case resolution and transaction processing in compliance with client SLAs, as well as implementation of strategic initiatives relating to Rockville Risk Management/RiverStone Services including marketing functions, in alignment with the Company’s Strategic Vision. This role will also entail direct handling of professional liability claims.

Essential Functions

• Directly handles and/or assists in monitoring, reviewing, and coordinating the activities involving professional liability insurance claims, including analysis of coverage issues, establishment of adequate reserves, and the resolution and closure of claims.
• Reviews loss notices; confirms and interprets policy coverages; establishes adequate reserves; and investigates and handles claims involving professional liability primary and excess policies.

• Develops and maintains close relationships with clients, anticipating needs and immediately solving problems or concerns.
• Conducts training sessions constantly reinforcing customer service goals.
• Visible leader directing the development and mentoring of individuals and the implementation of strategic claim handling across multiple lines of complex claims.
• Reviews and assigns work to appropriate staff; provides guidance as to coverage interpretation, liability evaluation, claim reserving, investigation, litigation strategy and management, negotiation, claim resolution, written communications and timely reporting to clients, reinsurers, and affiliates.
• Provides guidance on technical claim handling issues to via management reviews, audits and diary review, documenting claim files as appropriate. When necessary, oversees the control of work of defense counsel, assignment of expert witnesses, and interfacing with peer carriers with client parameters. 
• Mentors team in the analysis of defense and indemnity contracts, evaluation of liability and damages, participation in settlement conferences, and proper allocation of indemnity and expenses over applicable types and years of coverage and to appropriate corresponding carriers.
• Monitors the workflow in the Team to ensure proper claim handling and transaction processing. Also responsible for oversight of the general handling of the claim files, application of the Claim Handling Guidelines, and assures that the Unit is compliant with all company policies and procedures.
• Oversees the overall timeliness for completion of all tasks as delegated to the department.
• Uses Key Performance Indicators and analytics to identify and timely communicate emerging trends to the client and partners with the client to develop creative, cost-saving strategies, and to guide the team to successful results by managing to those priorities.
• Empowered to make decisions within job description and authority. Seeks guidance where appropriate.
• Seeks continuous development by identifying areas for growth and improvement. Works with continuous improvement team to implement process and technical improvements
• Participates in developing claim handling techniques, including defense coordination, expense control, litigation and resolution strategy.
• Regularly provides specific claims information to senior management and clients relative to new notices of loss, claim trends, financial and general statistical data, claim evaluations, trials and mediations. 
• Works closely with interested constituents on claim matters, including the Office of General Counsel, Finance, Reinsurance, Information Technology, Human Resources, and Actuarial Departments as well as affiliate representatives.  Ensures the direct and free exchange of information between the Unit, Department, and those constituents.
• As part of Riverstone Services Leadership Team, participates in and contributes to business planning, initiatives, and strategy.
• Establishes and maintains professional relationships.
• Maintains confidentiality.
• Leads department and companywide projects including due diligence.
• Coordinates with external auditors to ensure timely and effect audits occur and establishes and implements any necessary post audit action plans.
• Drive efficiencies in and continuous improvement of departmental and company processes.

Leadership Essential Functions

• Supervises, monitors, mentors and/or leads direct reports. 
• Works with team to further develop those associates’ professional skills and qualifications. Provides direct coaching, performance assessment and feedback to staff. Evaluates assigned staff’s performance and provides feedback to the company’s senior leaders.
• Participates in recruiting, hiring, mentoring and guiding claims analysts.
• Partners with direct reports on meeting deliverables in a timely manner.
• Communicates vision of department/company for all projects and team assignments, ensuring that all team members understand desired outcomes.
• Works to ensure an atmosphere of teamwork, collaboration and empowerment is created for each project, program, and team member.
• Creates the environment such that innovative thinking is encouraged and fostered throughout the organization; takes ownership of innovation in their respective areas to ensure ideas are converted into business solutions; encourages calculated risk taking and is willing to accept a reasonable degree of failure as a steppingstone to progress.
• Empowers associates to continuously improve processes and systems. Takes ownership of process improvement in areas of responsibility to ensure that ideas are implemented and continuously reviewed.
• Embeds a strong customer service focus into the organization and ensures the consistent delivery of superior customer service.

Related Functions

• Performs special projects and assignments as requested.
• Leads organizational wide initiatives and projects as assigned.

Required Skills

• Customer service oriented with the ability for developing long lasting relationships with internal and external business partners.
• Strong analytical, interpersonal and communications skills required.
• Oral presentation skills and excellent writing skills required.
• Able to identify, analyze and develop solutions for complex coverage and liability issues.
• Able to accurately evaluate claim exposures and develop strategic approaches to resolving them.
• Negotiation skills.
• Ability to travel out of state and, if necessary, out of the country to conduct company related business

Organizational

• Demonstrates alignment with RiverStone Services’s Commitments.
• Prioritizes and organizes work in self-directed manner.
• Attains and maintains knowledge of assigned department.
• Performs other duties as required, including supporting and coordinating with other department colleagues.

Experience

• 7-10 years of experience handling management and professional liability insurance claims and/or practicing law related to same. 
• Some management experience preferred but not required.

Required Education

Four-year college degree or equivalent work experience.

Preferred Education or Certification

JD, CPCU, SCLA and/ or CCLA

Supervisory Role 

Provide general instructions and assign responsibility for specific results, based upon established guidelines.

Travel

Minimal to moderate, based upon business needs.

Work Environment / Physical Demands

This position operates in a telecommuting or professional based collaborative environment and must have the ability to timely produce thorough, accurate work with many competing demands, deadlines, and distractions. The position uses standard equipment such as phones, computers, copiers/printers and filing cabinets.

Other Duties (Disclaimer Statement)

RiverStone Services retains the right to change or assign other duties to this position as needed, or other duties or responsibilities may change or be assigned as needed.

Core Competencies

Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.

Process Management: Good at figuring out the processes necessary to get things done; knows how to organize people and activities; understands how to separate and combine tasks into efficient flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can’t; can simplify complex processes; gets more out of fewer resources.

Sizing Up People: Is a good judge of talent; after reasonable exposure, can articulate the strengths and limitations of people inside or outside the organization; can accurately project what people are likely to do across a variety of situations.

Ethics and Values: Adheres to an appropriate (for the setting) and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he/she preaches.

Conflict Management: Steps up to conflicts, seeing them as opportunities; reads situations quickly, good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation with minimum noise.

Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.

Organizational Agility: Knowledgeable about how organizations work; knows how to get things done both through formal channels and the informal network; understands the origin and reasoning behind key policies, Practices , and procedures; understands the cultures of organizations.

Perspective: Looks toward the broadest possible view of an issue/challenge; has broad ranging personal and business interests and pursuits; can easily pose future scenarios; can think globally; can discuss multiple aspects and impacts of issues and project them into the future.

Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in his/her team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.

Diversity, Equity, Inclusion & Belonging

RiverStone Resources, LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, LGBTQ+, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law.

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