Leads a team of Claims Consultants and Consulting Directors that are responsible for the handling of complex, high exposure mass tort and environmental claims, including social media addiction, PFAS, talc, sexual molestation, and other long tail general liability and pollution related matters.
Responsibilities include delivering superior business results through effective team management and the resolution of all claims activities. This position works within broad authority limits on assignments requiring a high degree of technical knowledge, and is accountable for driving overall results and implementing company initiatives within the department.
JOB DESCRIPTION:
Essential Duties & Responsibilities:
Performs a combination of duties in accordance with departmental guidelines:
- Leads the work activities of medium to high severity specialized Claims Professionals, has full management responsibility for setting and communicating expectations, providing direction and situational coaching, and facilitating ongoing training
- Responsible for facilitating ongoing development, managing performance, and driving employee engagement and retention.
- Provides oversight and strategic direction on claim files, including analysis of complex coverage issues and litigation strategy on high exposure matters.
- Partners with Underwriting, Actuary, Reinsurance, Legal, and other internal stakeholders, as appropriate.
- 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 maintaining and/or overseeing appropriate file engagement, providing ongoing feedback and addressing training needs.
- Regularly uses data analytics to monitor team performance and identify trends. Develops strategies to drive operational effectiveness, and improve the overall performance of the organization.
- 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.
- Recognizes severity matters and escalates appropriately.
- 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
Skills, Knowledge & Abilities
- Advanced technical expertise in general liability claims, with deep knowledge of mass tort, sexual abuse and latent/legacy exposures.
- Strong understanding of general liability policy forms and coverage issues, including: allocation, number of occurrences, and trigger theories.
- Demonstrated ability to lead, coach, develop and retain highly skilled claim professionals in a complex and evolving claim environment.
- Excellent judgment and decision‑making skills, with the ability to assess and manage large‑scale severity and uncertainty.
- Expert knowledge of claims principles, practices and procedures including investigation, negotiation and resolution.
- Ability to solve complex issues with a sense of urgency; utilizes 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, 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.
Education & Experience:
- Bachelor’s degree. JD, Master’s degree, or equivalent experience preferred.
- Typically a minimum of ten years of related work experience, with three years of management experience preferred
- Applicable certifications or professional designations preferred.
The National base pay range for the Complex Claims Director role is $147,000 to $241,500. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location.
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