This director-level role operates under general direction with broad authority to lead the oversight of complex, high-exposure commercial Workers’ Compensation claims managed by Third-Party Administrators (TPAs), while also managing and developing a team of claim professionals. The role combines technical claim leadership with people leadership, ensuring both strong claim outcomes and sustained team performance.
The Director is responsible for setting direction and expectations for claim strategy, reserving discipline, and resolution planning, ensuring alignment with company protocols, regulatory requirements, and best practices. This includes coaching and developing team members, reinforcing accountability, and driving consistency in oversight approaches across accounts and TPAs.
Success in this role requires the ability to lead through both direct management and influence, establishing clear expectations, building strong partnerships with TPAs, clients, and internal stakeholders, and driving accountability for quality, compliance, and performance. The Director plays a key role in talent development, engagement, and succession planning, while fostering a culture of continuous improvement and operational excellence.
The position may support designated accounts and requires regular interaction with internal and external partners, balancing customer service, technical rigor, and team leadership to achieve optimal claim and business outcomes.
JOB DESCRIPTION:
Essential Duties & Responsibilities:
Performs a combination of duties in accordance with departmental guidelines:
Leads the work activities of claims professionals and/or claims managers and has full management responsibility for setting and communicating expectations, providing direction and coaching, facilitating ongoing training and development, managing employee performance and contributing to employee engagement.
Contributes to organizational profitability by driving productivity, managing expenses, ensuring appropriate use of vendors, overseeing and authorizing claim resolution strategies, and ensuring quality and customer service standards are met or exceeded.
Ensures customer satisfaction by holding team accountable to deliver high quality and timely claim service, identifying service opportunities, and developing initiatives, processes and training that contribute to a positive customer experience.
Ensures applicable claim handling protocols are followed by overseeing appropriate file engagement, monitoring quality dashboards, providing ongoing feedback, and addressing training needs across multiple teams.
Regularly uses data analytics to monitor team(s) performance, and develops strategies to drive operational effectiveness, and improve the overall performance of the organization.
Responsible for effectively managing department and claims expenses by achieving productivity targets, efficiency and quality standards, appropriately leveraging internal and external resources, and using data analytics to identify trends and opportunities.
Ensures optimal and effective operation by developing and maintaining collaborative business partnerships with internal and external resources while recognizing connections and inter-dependencies and maximizing relationships to effectively manage the operation.
Effectively communicates and shares pertinent and timely information to employees by holding team meetings, regular 1:1 employee discussions, reinforcing leadership messages and providing shared access to company process and protocol documentation.
Participates with senior leadership in the development, implementation and reinforcement of claim handling protocols, business strategies and objectives, and regularly evaluates performance; holding self and team accountable for achieving desired results.
Oversees compliance with state/local regulatory requirements by following company guidelines, and remains current on commercial insurance laws, regulations or trends for line of business.
May participate in special projects.
May perform additional duties as assigned.
Reporting Relationship
Typically AVP or above
Skills, Knowledge & Abilities
Thorough knowledge of the insurance industry and the organization's products, policies and procedures.
Ability to effectively recruit, lead, coach, develop and retain talented claim professional and/or managers.
Advanced technical expertise and business management acumen, investigation and claims resolution experience, expert knowledge of claims principles, practices and procedures.
Ability to solve complex issues with a sense of urgency; utilizes and effectively identifies and manages all available resources to make informed decisions.
Ability to effectively interact and collaborate with all levels of CNA's internal and external business partners.
Excellent communication skills and customer service experience, with demonstrated ability to succinctly present to senior management.
Demonstrated knowledge and understanding of when and how to extract insights from metrics to make informed business decisions.
Ability to creativity and effectively manage through ambiguous and challenging business problems, lead through change and take appropriate levels of risks.
Adaptable and able to effectively lead through change.
Knowledge of Microsoft Office Suite and other business-related software.
Ability to model CNA's leadership behaviors.
Education & Experience:
Bachelor’s degree with Master’s preferred or equivalent experience.
Typically a minimum of ten years of related work experience, with three years of management experience preferred
Applicable certifications or professional designations preferred.
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In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $97,000 to $189,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.
