Complex Claim Director - Large Law

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CNA Specialty Claims is recruiting for a Complex Claims Director in our Professional Services Claims organization to lead the Large Law Professional Liability claims team. The individual in this role will have responsibility for the management of a diverse team of approximately 6 Claims Professionals across the U.S.

The ideal candidate will have a strong technical background in Lawyers Professional E&O claims although individuals with demonstrated Professional and/or Financial Liability claims experience will also be considered. This position is responsible for contributing to the strategic direction of the larger Lawyers Claims organization in accordance with the company's broader strategic priorities and providing operational leadership for all aspects of the Large Law line of business with a particular focus on technical excellence, claim efficiency and effectiveness and customer satisfaction. The preferred candidate ideally would have a demonstrated track record of driving continuous improvement efforts through a claims team and effectively managing and developing individual contributors handling high severity claims.

The individual also must possess strong communication and interpersonal skills and be able to develop and maintain collaborative internal and external business partnerships. The individual will be expected to model CNA's Winning Behaviors and foster talent development and a culture of diversity, equity & inclusion.

This position could be filled in Chicago, New York City, or other CNA Claims Offices.

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 and/or Claims Managers and has full management responsibility for executing the Claims Leadership Playbook by setting and communicating expectations, providing direction and situational coaching, facilitating ongoing training and development, and managing employee performance.

• 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, monitoring quality dashboards, providing ongoing feedback and addressing training needs.

• 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 in a specialized or highly complex line of business, business management acumen, investigation and claims resolution experience, expert knowledge 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 California, Colorado, Connecticut, New York and Washington, the national base pay range for this job level is $87,000 to $178,000 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.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com.