Claims Manager

At Wisconsin Municipal Mutual Insurance Company (WMMIC), we believe that how we work is just as important as what we do. Our culture is built on trust, respect, and a shared commitment to excellence—both individually and organizationally.

We value each team member as a respected and appreciated contributor. These Individual Values guide how we show up for one another every day:

• Honesty & Integrity – Acting with truthfulness and sincerity, even when it’s not easy
• Respect in Action – Treating others with kindness, courtesy, and a willingness to help
• Dependability – Following through on commitments and being someone others can rely on
• Receptive – Staying open to new ideas, listening with curiosity, and valuing diverse perspectives

As an organization, we exist to serve our members with excellence and purpose. These Organizational Values unite us in that mission:

• Members First – Prioritizing member needs and acting in their best interest
• Accountability – Owning our actions and their impact with transparency and trust
• Excellence – Taking pride in our work and striving to exceed expectations
• Continuous Improvement – Embracing learning, adaptability, and innovation

Ethical Conduct – Committing to honesty, honor, and doing what’s right

Position Summary

The Claims Manager oversees all Claims Department operations to ensure high‑quality results and alignment with operational, financial, and service goals. The role develops and implements efficient procedures and systems, monitors performance to ensure goals and budgets are met, and provides strong leadership focused on continuous team development. The Claims Manager actively coaches, supports, and strengthens individual and team capabilities to foster a high‑performing, growth‑oriented department.

Key Responsibilities

Leadership & People Management

• Leads and develops staff to meet departmental objectives through strategic planning and ongoing evaluation of work activities.
• Oversees the recruitment, selection, onboarding, and training of Claims Department team members.
• Sets clear expectations, monitors performance, and conducts evaluations to ensure consistent, high-quality results.
• Provides coaching and guidance to address performance gaps and support employee growth.
• Fosters a positive and collaborative work environment that encourages morale, quality, innovation, and teamwork.

Operational & Process Management

• Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
• Performs file audits to ensure compliance with best practices, policies, and legal requirements.
• Provides oversight of claims system administration to ensure effective functionality and compliance.
• Approves claim payments within authority limits and sets claim reserves under $500,000.

Strategic & Business Alignment

• Supports organizational strategy by developing and achieving business objectives.
• Collaborates across departments to improve outcomes which align with company goals.
• Assists the Executive Director and Director of Operations with operational budget development and updates.
• Assists the Executive Director with the Workers’ Compensation Reinsurance program.

Training, Guidance & Member Support

• Coordinates and delivers training for members and staff on updated laws, policies, and procedures.
• Advises members on claims and coverage matters to promote informed decision‑making and effective outcomes.
• Leads onboarding for new members and third‑party vendors, including vendor relationship management.

Representation & External Relations

• Represents WMMIC and its members at industry events.
• Participates in and presents at quarterly WMMIC Board meetings.
• Manages relationships with claim vendors.

Additional Duties

• Perform all other duties as assigned to support departmental goals and organizational success.

Supervisory Responsibility

Workers’ Compensation and Liability Team Lead, Senior Claims Representatives, Claim Representatives.

Qualifications & Requirements

Education & Experience

• Bachelor’s degree in risk management, Business Administration, or related field.
• Ten years of progressively responsible claims experience that includes both Wisconsin workers’ compensation and liability claims (general liability, employment practices liability, auto liability, litigation management, and personal injury); five years in a supervisory or lead capacity (e.g., team leader, supervisor, manager) preferred.
• Professional designations such as AIC, ARM, or CPCU are a plus.

Knowledge, Skills & Abilities

• Expert knowledge of workers’ compensation and liability claims programs (general liability, employment practices liability, and auto liability), including applicable Wisconsin regulations, coverage principles, and best‑practice standards for claim handling.
• Proven ability to oversee litigated claims and dispute resolution by setting strategy, partnering with defense counsel and vendors, monitoring budgets, and ensuring timely reporting and appropriate outcomes.
• Strong reserving and financial stewardship capabilities, including oversight of reserve adequacy, authority controls, payment practices, and trend/portfolio analysis across both workers’ compensation and liability lines.
• Proven leadership and management skills with the ability to coach, develop, and guide staff.
• Excellent communication and consultative skills with the ability to advise members, influence stakeholders, and partner effectively with internal leaders, legal counsel, and external vendors.
• Strong analytical, problem‑solving, and attentive listening skills.
• Ability to manage sensitive and confidential information with discretion.
• Ability to prioritize multiple tasks, remain composed under pressure, and follow through on assignments.
• Strong organizational skills and attention to detail, including accurate data entry.
• Proficiency in Microsoft Office Suite and related software tools.
• Valid driver’s license, current vehicle insurance, and reliable transportation required.
• Ability to travel overnight as needed required.
• Regular and reliable attendance required.

Working Conditions & Physical Demands

The physical demands described are representative of those required to successfully perform the essential functions of the Claims Manager role. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

This position requires prolonged sitting, frequent use of computer equipment and telephone, and regular communication with members and staff. Occasional lifting of items up to 10 pounds and periodic travel for meetings, training, or conferences are required. Specific vision abilities include close vision, peripheral vision, depth perception, and the ability to adjust focus.

Hybrid Work Model

• Hybrid Work Model: Primarily remote, with residence in Wisconsin required (within reasonable driving distance).
• In-person participation is expected for scheduled office meetings, training, and member‑related travel.
• Work may occasionally involve high‑pressure situations requiring timely decision‑making and clear communication with members and stakeholders.

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