Manager - Claims

With a career at The Home Depot, you can be yourself and also be part of something bigger.

Position Purpose:  

Responsible for defining, implementing, and managing internal claims programs (self-administration) to control quality and costs associated with general liability claims (e.g. customer bodily injury and property damage). This position ensures the company’s claims are handled internally in compliance with industry best practices and company policies, without reliance on a third-party administrator.

Key Responsibilities:

• 25% Claims Handling Standards - Develops and enforces claims handling standards and best practices and oversees quality assurance programs (e.g. file reviews and audits) to ensure adherence to those standards. Drives continuous improvement in claims processes and outcomes under the self-administration model.

• 30% Claims Operations Management - Leads the day-to-day operations of a multi-line general liability claims unit, ensuring consistent application of departmental standards, policies, and procedures. Oversees claim intake, investigation, and resolution processes to maintain efficiency and compliance with service and quality benchmarks. Drives cost containment initiatives, including management of allocated expenses on claims. Monitors loss costs and implement strategies to reduce average claim costs while maintaining fairness and compliance (such as early resolution programs, subrogation efforts, etc.).

• 10% Settlement Authority Oversight  - Assumes oversight for all claim settlements and reserve decisions within designated authority levels – reviewing and approving settlements  in accordance with company guidelines. Reviews written settlement evaluations and escalates to the appropriate approval level in the organization when required.

• 10% Stakeholder Communication - Establishes clear interface guidelines and communication channels among all parties involved in claims, including the internal claims team (examiners/adjusters), store management, associates, and the Legal department. Regularly communicates claim status and trends to senior management and other stakeholders.

• 25% Team Leadership - Manages and develops the in-house claims staff. Responsible for the selection, training, performance appraisal, and professional development of direct reports. Fosters a high-performance team culture and provides coaching and guidance to ensure adjusters meet regulatory requirements and company performance standards.

Direct Manager/Direct Reports:  

• This Position typically reports to Senior Claims Manager.   

• This Position may have direct reports.

Travel Requirements: 

• Typically requires overnight travel 5% to 20% of the time.  

Physical Requirements:  

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.

Working Conditions: 

• Located in a comfortable indoor area; any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications: 

• Must be eighteen years of age or older.

• Must be legally permitted to work in the United States.

• Demonstrated supervisory and team management experience in the insurance claims field, with ability to mentor adjusters and implement efficient claims handling processes. Strong leadership abilities evidenced by building effective teams and improving workflow. 

Preferred Qualifications:

• Industry Knowledge: In-depth knowledge of casualty claims best practices, legal compliance (fair claims practices, state regulations), and claims quality control techniques (e.g. file audit and review programs). Capable of establishing and upholding rigorous standards for internal claims operation.

• Analytical & Communication Skills: Excellent analytical and critical thinking skills to evaluate claim information and make sound decisions quickly. Effective negotiation and communication skills, enabling successful settlement negotiations and collaboration with internal and external stakeholders (customers, attorneys, insurers).

• Bachelor’s degree in risk management, Insurance, Business, or related field preferred (or equivalent industry experience). 

• Professional development in insurance claims or risk management (e.g. industry certifications) is a plus.

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.

Preferred Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Minimum Years of Work Experience:

• 8

Preferred Years of Work Experience:

• 10

Minimum Leadership Experience:

• 3+ years of previous leadership experience

Preferred Leadership Experience:

• 5+ years of previous leadership experience

Certifications:  

• Insurance licensing as required by state

Competencies: 

• Decision Quality

• Collaborates

• Drives Engagement

• Ensures Accountability

• Plans and Aligns

• Communicates Effectively 

• Customer Focus

• Develops Talent

• Drives Results

• Manages Conflict