Supervisor, Subrogation (Hybrid)

MAPFRE•Webster, MA

13d•Hybrid

About The Position

This leadership role offers a unique opportunity to guide and elevate a high‑performing unit within our Subrogation Department. As Supervisor, you will oversee a team of adjusters with a significant degree of independence, ensuring exceptional customer service, high‑quality claims investigation, and strong alignment with departmental standards for the recovery of subrogation claims and resolution of adverse subrogation matters. You will analyze personal, commercial, and potentially multi‑state automobile and other-than‑auto claims, providing strategic direction to ensure effective file handling and appropriate settlement outcomes. In this influential role, you will hire, train, and develop staff, actively shaping their career paths and professional growth. Beyond day‑to‑day supervision, you will contribute to both short- and long‑term departmental objectives and may represent the Subrogation Department on corporate project teams and committees. This is an excellent opportunity for a seasoned claims professional seeking meaningful leadership responsibilities, the ability to drive change, and a platform to make a measurable impact within a collaborative, service‑focused organization.

Requirements

Bachelor's Degree or professional-level knowledge in a specialized field, or equivalent related experience preferred.
7–9 years of experience, or an Associate’s Degree plus 9–11 years.
Strong ability to make sound business decisions, prioritize daily workloads, and adjust to fluctuations in claim volume and staffing.
Proven ability to identify, develop, and implement improved methods, procedures, and workflows, with an emphasis on effective change management.
Demonstrated leadership ability, excellent customer service and interpersonal skills, and strong computer knowledge.
Proficiency with claims management systems, Outlool, Word, and Excel.
Excellent negotiation, persuasion and professional communication (written and verbal)
Thorough knowledge of arbitration/litigation forums.

Nice To Haves

Insurance coursework is strongly preferred.
Familiarity with V‑12 and Tronweb systems is a plus
OOS Licenses are a plus

Responsibilities

Supervise a unit of adjusters with a high degree of independence throughout the investigation, development, negotiation, and settlement of recovery and adverse subrogation claims across all lines of business, potentially on a national level.
Monitor staffing levels, schedules, and workloads to ensure exceptional customer service.
Review and monitor claims and overall performance to ensure compliance with service standards, policies, and procedures.
Independently respond to and resolve service concerns from both internal and external customers.
Ensure staff communications are clear, concise, empathetic, and aligned with corporate customer service values.
Cultivate strong business relationships across the organization.
Monitor call flow and telephone system metrics to maintain compliance with service expectations.
Collaborate with Mapfre Insurance subsidiaries to resolve interdepartmental issues.
Build an environment that fosters teamwork across units, departments, and the company.
Potentially supervise processing specialists to ensure accurate demand notices, proper application of recovery checks, and timely payment of deductibles and vendor expenses.
Partner closely with Claims to maximize subrogation recoveries.
Prioritize and distribute work in alignment with departmental productivity goals.
Monitor receipts, diary, closings, recoveries, and claim counts relative to quality and productivity expectations.
Leverage departmental reports to identify trends and evaluate performance.
Ensure claims are proactively investigated, evaluated, and negotiated to achieve timely and high‑quality resolutions.
Conduct quarterly file reviews and enforce compliance with performance expectations.
Produce high‑quality, content‑rich performance appraisals that foster staff development.
Communicate and implement new processes, procedures, and workflows.
Work closely with management to ensure interdepartmental procedures remain efficient and effective.
Maintain expertise in personal auto, property, and liability policies and coverages, potentially across multiple states.
Provide technical direction, authority guidance, and assistance to staff on all recovery-related coverages.
Monitor staff development and recommend appropriate authority levels.
Offer technical insight and recommendations for arbitration/litigation claims, balancing cost considerations.
May oversee vendor activity and expenses related to recovery efforts.
Collaborate with Examining, Internal Audit, and Claims Audit to address subrogation matters.
Ensure effective use of Arbitration Forums, Inc. to maximize recovery results.
May confirm correct electronic transmission of information.
Promote systems best practices and ensure compliance.
Verify quality responses to Division of Insurance and bad‑faith allegations are timely and accurate.
Demonstrate commitment to ongoing professional development.
Identify potentially fraudulent claims and guide staff accordingly.
Apply analytical skills to recommend procedural enhancements for efficiency.
Participate in large loss and Examining roundtable meetings as needed.
May serve as a resource on subrogation issues for managers and staff.
May need to acquire knowledge of case law and industry developments in multiple states.
Lead productive unit meetings that encourage communication, collaboration, and engagement.
Motivate and guide staff to meet performance expectations while supporting morale and teamwork.
Participate in hiring efforts, interviews, and onboarding for prospective employees.
Train and develop staff to meet goals and maximize their capabilities.
Establish and manage individual objectives that align with organizational and departmental goals.
Document performance or behavioral issues per corporate policy and address them promptly.
Provide meaningful recognition to encourage strong performance.
Represent the department on project teams, committees, and long‑range planning initiatives as needed.
Demonstrate strong knowledge of corporate policies, procedures, and values.
Develop and potentially conduct internal training programs based on departmental needs.
Deliver professional presentations during departmental meetings.
Lead or participate in departmental projects, focus groups, and initiatives, including recommendations to management.