Sr Panel Strategic Relationship Manager

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, Sustainability initiatives and inclusive corporate culture.

Our claims litigation management department is currently seeking a Sr Panel Strategic Relationship Manager to join our growing team. We offer a flexible hybrid work model that supports a blend of in-office and remote work. Fully remote work arrangements are also considered. This is a Full Time/Exempt role.

Position Overview:

The Sr Panel Strategic Relationship Manager provides strategic leadership and oversight of Hanover’s outside counsel panel, ensuring alignment with litigation strategy, business priorities, and operational goals. This role partners with Claims and legal leadership to guide panel governance, firm engagement, and performance management. By leveraging data, insights, and cross‑functional collaboration, the position helps drive consistency, efficiency, and value in the organization’s use of outside counsel.

In this role you will:

Strategic Oversight

• Support implementation of panel counsel strategies established by the VP of Claims Panel Management.
• Provide high‑level insights and seasoned judgment to support enterprise panel strategy, firm selection, and long‑term portfolio planning.
• Participate in strategic initiatives, offering data-backed recommendations and nuanced perspective on litigation trends, operational risk, and firm performance.
• Assess law firm performance against Hanover’s performance expectations and deliver actionable insights for continuous improvement.
• Participate in cross-functional initiatives and enterprise projects to support litigation strategy and legal operations transformation.

Relationship Management & Escalation Support

• Manage a portfolio that includes enterprise level firms and high complexity litigation, ensuring consistent performance, strategic fit, and alignment with business objectives.
• Provide expert-level guidance on panel counsel operations, billing practices, rate structures, and compliance with litigation guidelines.
• Contribute to shaping, enhancing, and standardizing processes, tools, and performance management approaches across the program.
• Facilitate regular stewardship meetings with portfolio firms and internal Claims stakeholders.

Mentorship & Influence

• Serve as a senior subject-matter expert supporting peers through mentorship, training, onboarding, and thought leadership.
• Influence cross-functional partners through effective communication, analytical insights, and sound business judgment.
• Model best practices in vendor management, legal quality assessment, strategic thinking, and enterprise collaboration.

Data & Analytics

• Review enterprise‑level analytics, interpret trends, and collaborate with analytics/IT teams to enhance reporting and decision‑making capabilities.
• Utilize advanced reporting tools to evaluate firm performance and recommend rate adjustments based on data-driven insights.
• Ensure data integrity and accuracy across systems, guide enhancements to analytics processes.
• Translate insights into actionable recommendations for leadership and team members.

Operational Excellence

• Lead legal quality audits of panel firms to assess performance, compliance, and strategic alignment.
• Negotiate rates and proactively explore cost saving measures to ensure fiscal discipline and adherence to enterprise guidelines.
• Coordinate enterprise-critical law firm transitions and ensure seamless integration with claims systems, billing platforms, and operational workflows.

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Process Improvement

• Support the development, implementation, and enforcement of outside counsel processes, tools, and billing guidelines.
• Identify litigation trends and recommend process improvements to meet evolving business needs and optimize outcomes.
• Respond to internal requests and evaluate new firm additions based on strategic fit, performance history, and business needs.

What you need to apply:

• Juris Doctor (JD) and 8-10+ years of experience in litigation, insurance claims, legal operations, billing oversight, or panel counsel management.
• Deep understanding of litigation strategy, insurance defense operations, and law firm performance dynamics.
• Strong analytical capability; experience working with large datasets, performance dashboards, and enterprise reporting tool.
• Proven ability to manage complex escalations, negotiate effectively, and maintain strong professional relationships.
• Exceptional communication skills, particularly in high‑stakes or conflicting‑viewpoint environments.
• Demonstrated leadership without direct authority - ability to influence cross‑functional teams and serve as a senior advisor.
• Strong project management and process‑improvement skills with experience supporting transformational initiatives.
• Effective time management and ability to balance competing priorities in a dynamic environment

Physical Demands and Work Environment:

• Ability to use a personal computer and other standard office equipment
• Ability to sit and/or stand for extended periods
• Required to work on-site as needed
• Ability to work in a fast-paced, changing or stressful environment

CAREER DEVELOPMENT:

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:

We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

EEO statement:

The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.

Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at:HRServices@hanover.com and include the link of the job posting in which you are interested.

Privacy Policy:

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Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.

Compensation:

The target hiring range for this role may vary based on geographic location and other factors, including merit or performance, demonstrated proficiency, skills for the role, education, travel requirements, and experience. Additional compensation may include an annual bonus (which could take the form of a general bonus, sales incentive, or short-term incentive), long-term incentive or spot recognition awards. The posted range reflects our ability to hire at different position titles and levels depending on background and experience.