Complex Claims Director - Financial Lines Cyber, Technology, Media, MPL & Fidelity

CNA • Chicago, IL

5d • Onsite

About The Position

At CNA, the Complex Claims Director manages a team of highly technical and specialized claims professionals handling Cyber, Technology, Media, Miscellaneous Professional Liability (MPL), and Fidelity claims. Working under broad direction and within broad authority limits, the Director is accountable for delivering superior business results, driving high performance, leading through change, and attracting, onboarding, and developing talent. The role is open to CNA office locations, with a strong preference for Chicago, Illinois, or New York City, Tarrytown, or Melville, New York.

The Director leads claim professionals handling medium- to high-severity claims; manages team performance, productivity, expenses, service quality, and compliance; and uses analytics to improve operations and inform decisions. The position partners with senior leadership and internal and external stakeholders on claim protocols, business strategies, and objectives. A J.D. is preferred. Typically, at least seven years of related work experience is required; management or leadership experience, line-of-business experience, and applicable certifications or professional designations are preferred.

CNA offers a comprehensive and competitive benefits package intended to support employees’ and family members’ physical, financial, emotional, and social wellbeing. The national base pay range in certain listed jurisdictions is $97,000 to $189,000 annually. Salary is determined based on factors including work experience, skills, certifications, and location.

Requirements

• Typically a minimum of seven years of related work experience.
• Thorough knowledge of the insurance industry and the organization’s products, policies, and procedures.
• Advanced technical expertise in a specialized or highly complex line of business, business management acumen, investigation and claims-resolution experience, and expert knowledge of claims principles, practices, and procedures.
• Ability to recruit, lead, coach, develop, and retain talented claims professionals and/or managers.
• Ability to resolve complex issues urgently, identify and manage available resources, and make informed decisions.
• Ability to interact and collaborate effectively with internal and external business partners at all levels.
• Excellent communication and customer-service skills, including the ability to present succinctly to senior management.
• Ability to extract insights from metrics and use them to make informed business decisions.
• Ability to manage ambiguous and challenging business problems, lead through change, and take appropriate risks.
• Adaptability and ability to lead through change.
• Knowledge of Microsoft Office Suite and other business-related software.
• Ability to model CNA’s leadership behaviors.

Nice To Haves

• J.D.
• Management and/or leadership experience.
• Line-of-business experience.
• Applicable certifications or professional designations.

Responsibilities

• Lead the work activities of medium- to high-severity specialized claims professionals and manage execution of claims priorities.
• Set and communicate expectations, provide direction and situational coaching, facilitate training and development, and manage employee performance.
• Drive productivity and organizational profitability, manage expenses, ensure appropriate use of vendors, oversee and authorize claim resolution strategies, and maintain quality and customer service standards.
• Hold the team accountable for high-quality, timely claim service; identify service opportunities and develop initiatives, processes, and training to improve the customer experience.
• Ensure claim-handling protocols are followed by overseeing file engagement, monitoring quality dashboards, providing feedback, and addressing training needs.
• Use data analytics to monitor team performance, improve operational effectiveness, and identify trends and opportunities.
• Manage department and claims expenses by meeting productivity, efficiency, and quality targets and appropriately leveraging internal and external resources.
• Develop and maintain collaborative partnerships with internal and external resources to support effective operations.
• Communicate timely and relevant information to employees through team meetings, regular one-on-one discussions, leadership messages, and shared process and protocol documentation.
• Participate with senior leadership in developing, implementing, and reinforcing claim-handling protocols, business strategies, and objectives; evaluate performance and hold self and the team accountable for results.
• Oversee compliance with state and local regulatory requirements and stay current on commercial insurance laws, regulations, and trends for the line of business.
• Participate in special projects and perform additional duties as assigned.

Benefits

• Comprehensive and competitive benefits package intended to support employees’ and family members’ physical, financial, emotional, and social wellbeing.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed