Claims Director - Commercial Auto

ICW Group•San Diego, CA

2d•$137,617 - $232,082•Hybrid

About The Position

The Director, Commercial Line Claims provides strategic leadership and operational oversight for a high‑performing claims organization. This role is accountable for driving enterprise‑level initiatives that strengthen regulatory compliance, elevate operational efficiency, and deliver superior claim outcomes. By leveraging data‑driven insights, the Director optimizes processes, mitigates risk, and enhances the customer experience across the claim’s lifecycle. As a member of the Claims Leadership Team, the Director plays a pivotal role in shaping claims strategy, fostering cross‑functional alignment, and ensuring ICW Group’s reputation as a trusted, high‑performing carrier. This position reports to the Chief Claims Officer or a designated Head of Claims for the applicable line of business.

Requirements

Bachelor’s degree (or equivalent experience and education required); advanced degree preferred
12–15+ years’ insurance claims leadership experience, including 5+ years managing leaders
Substantial progressive experience in commercial lines coverage relevant to the role, including one (or more) of the following areas: Property, Commercial Auto, Inland Marine, General Liability, or Workers’ Compensation.
Proven expertise in leading, coaching and mentoring technical claims managers and professionals
Experience with diverse jurisdictions is highly desirable
Expert knowledge in California claims compliance requirements, and best operational practices; working knowledge for other jurisdictions
Strong analytical skills with experience in data-driven decision-making
Proven ability to manage complex projects
Excellent communication and stakeholder management skills
Industry vendor knowledge
Familiarity with automation tools and process improvement practices
Advanced proficiency in data analytics and reporting tools
Ability to drive accountability, results and desired performance outcomes

Nice To Haves

Adjuster Certification may be required depending upon role and jurisdiction (must be obtained within 6 months of hire if needed).
Other designations a plus based on role specifics such as CPCU, WCCA, AINS, etc.

Responsibilities

Develops and executes enterprise‑aligned strategies that integrate audit, compliance, technical claims management, and support functions to achieve best‑in‑class claims performance.
Leads initiatives that improve claim outcomes through process optimization, risk mitigation, and continuous improvement.
Establishes and governs performance metrics and KPIs to measure operational efficiency, compliance effectiveness, and service quality.
Utilizes advanced analytics and reporting tools to identify trends, diagnose gaps, and uncover opportunities for operational enhancement.
Translates complex data insights into actionable strategies that elevate claims operations and drive measurable results.
Streamlines workflows, eliminates redundancies, and champions automation and technology solutions to enhance productivity and reduce cycle times.
Oversees resource allocation, ensuring optimal staffing, workload balance, and team performance.
Ensures operational procedures support an exceptional customer experience while upholding accuracy, compliance, and regulatory standards.
Provides executive‑level oversight and resolution of escalated claim issues.
Identifies, assesses, and mitigates operational, compliance, and reputational risks associated with claims handling.
Maintains strong internal controls and ensures timely remediation of audit findings.
Builds strong cross‑functional partnerships with Underwriting, Risk Management, Actuarial, IT, Finance, and other internal stakeholders to align strategies and advance enterprise objectives.
Serves as an active and influential member of the Claims Leadership Team, contributing to policies, procedures, audits, reporting, and strategic initiatives.
Partners with executive leadership to anticipate emerging claim issues and trends, providing strategic recommendations and solutions.
Analyzes operational and system‑related challenges, presenting findings and recommendations to senior leadership.
Reviews and interprets performance data to identify adverse trends, manage budget performance, and inform strategic decision‑making.
Prepares and delivers regular reports on operating metrics, performance outcomes, and strategic initiatives to the Chief Claims Officer.
Provides visionary leadership, coaching, and development to build a high‑performing, engaged claims team.
Communicates organizational mission, values, and strategic priorities to ensure alignment and shared purpose.
Establishes a culture of accountability, continuous learning, and operational excellence.
Defines hiring standards, onboarding processes, and training requirements to ensure team readiness and capability.
Oversees performance management, including goal setting, development planning, and coaching for direct reports.
Ensures adherence to data quality standards, IT security protocols, and key risk and profitability metrics.
Manages team budgets, technology needs, workload distribution, and customer inquiries across branches.
Ensures compliance with all company policies, procedures, and regulatory requirements.
Directly supervises Claims Operations, Team Members, and People Leaders.
Fulfills management responsibilities in accordance with the organization’s policies and applicable laws.
Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations and goals; forecasting staffing needs and planning for peak times frames and absences; enforcing department policies and procedures.