Claims Senior Team Manager

The Senior Team Manager leads a team of Claims Handlers and Adjusters within Maersk's Heavy Bulky Delivery product, which supports embedded B2C delivery solutions for large and bulky items. In this role, you are responsible for ensuring timely, accurate, and customer-centric claims outcomes while protecting Maersk's operational, contractual, and financial interests. This position requires a blend of people leadership, claims expertise, customer engagement, and cross-functional collaboration.

You will oversee the end-to-end claims process, including coaching and developing team members, monitoring trends, and providing training to internal stakeholders. Acting as a key liaison across commercial, operational, and risk functions, you will respond promptly to escalations and uphold best practices in claims handling.

Success in this role requires strong critical-thinking abilities, the capacity to navigate complex claim scenarios, and a solid background in general liability claims, particularly those involving property damage. Excellent communication skills, the ability to influence stakeholders, and a strategic mindset to recommend corrective and preventive actions are essential.

This role offers the opportunity to shape the customer experience, elevate Maersk's claims performance, and drive continuous improvement across a growing product segment. You will lead a high-impact team and work closely with operations, commercial teams, risk management, and senior leadership to deliver strong results.

Key Responsibilities

• Lead, coach, and develop a team of Claims Handlers and Adjusters to ensure efficient, accurate, and customer-focused claim resolution.
• Manage timely responses to all general claim inquiries and maintain a well-organized shared mailbox to support service quality.
• Support on-demand customer meetings and address escalations promptly to uphold high service standards.
• Deliver training and provide open-door support sessions for commercial and operational teams to strengthen claims knowledge and processes.
• Monitor claim trends, generate insights, and recommend actionable improvements to reduce future claims and address systemic issues.
• Ensure claim turnaround times meet contractual requirements and internal performance expectation

Accountabilities

• Advanced understanding of General Liability Claims, specifically related to property damage
• Strong problem-solving skills
• Excellent communication and negotiation skills - verbal, written and presentation
• Ability to communicate efficiently, quickly and provide precise details
• Organizational and time management skills - multi-tasking and prioritizing, planning work activities efficiently to meet deadlines and high-level goals
• Good influencing, conflict resolution and negotiation skills
• Drives for results and success, conveys a sense of urgency and drives issues to closure, persists despite obstacles and opposition
• Team player - works together with others in the business unit to achieve results, fosters teamwork
• Customer / solutions focused
• Proven ability to deliver even under pressure

Experience required

• Bachelor's Degree preferred
• 5 years of experience in General Liability or Property claims, carrier experience strongly preferred.
• Demonstrated experience leading a geographically dispersed team
• Microsoft Office and Windows proficiency
• Strong written/oral communications, bilingual a plus (Spanish)
• Experience in claim handling, subrogation, loss prevention, or legal preferred.
• Strong negotiation skills, litigation background is an advantage.
• Domestic travel: 10%

Metrics for success

• Average cycle time equal to or less than 30 days
• Communications addressed timely in accordance with internal KPI's
• Data quality, meeting or exceeding business unit requirements.
• Minimum escalations from internal and external stakeholders for items within our control.

Starting Salary: $90,000 - $110,000 USD*

Benefits: Full-time employees are eligible for Health Insurance, Paid Time Off, and 401k Match.

*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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