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

CNA Insurance•Tarrytown, NY

7d•$97,000 - $189,000

About The Position

Under broad direction, the Complex Claims Director manages a team of highly technical and/or specialized claims professionals handling Cyber, Technology, Media, Miscellaneous Professional Liability (MPL), and Fidelity claims. The role works within broad authority limits on assignments requiring a high degree of technical knowledge and is accountable for delivering superior business results through effective team management, driving high performance, leading through change, and attracting, interviewing, onboarding, and developing talent. CNA is open to candidates at any CNA office location, with a strong preference for Chicago, IL, or New York City, Tarrytown, or Melville. The role leads medium- to high-severity specialized claims professionals and is responsible for executing claims priorities, managing performance and expenses, maintaining quality and service standards, and ensuring compliance with applicable regulations and claim protocols. The director uses data and analytics to monitor performance, guide business decisions, and improve operational effectiveness. The position also partners with senior leadership and internal and external stakeholders on claim handling protocols, business strategies, and objectives. CNA lists a national base pay range of $97,000 to $189,000 annually for this job level in specified jurisdictions. Salary determinations depend on factors such as experience, skills, certifications, and location. CNA offers a comprehensive benefits package intended to support employees’ and their family members’ physical, financial, emotional, and social wellbeing. CNA uses AI-enabled technology during recruitment and provides reasonable accommodations to qualified individuals with disabilities.

Requirements

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, claims investigation and 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 collaborate effectively with all levels of internal and external business partners.
Excellent communication and customer service skills, including the ability to present succinctly to senior management.
Demonstrated ability to extract insights from metrics 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 effectively through change.
Knowledge of Microsoft Office Suite and other business-related software.
Ability to model CNA’s leadership behaviors.
Typically, at least seven years of related work experience.
J.D. preferred.

Nice To Haves

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

Responsibilities

Lead the work activities of medium- to high-severity specialized claims professionals, setting expectations, providing direction and coaching, facilitating training and development, and managing employee performance.
Execute claims priorities and demonstrate claims leadership competencies.
Drive productivity and profitability, manage expenses, oversee vendor use, authorize claim resolution strategies, and ensure quality and customer service standards are met or exceeded.
Hold the team accountable for high-quality, timely claim service; identify service opportunities and develop initiatives, processes, and training to improve the customer experience.
Maintain or oversee appropriate file engagement, monitor quality dashboards, provide feedback, and address training needs to ensure claim handling protocols are followed.
Use data analytics to monitor team performance, improve operational effectiveness, and develop strategies to improve organizational performance.
Manage department and claims expenses by meeting productivity, efficiency, and quality standards; leveraging resources; and using analytics to identify trends and opportunities.
Develop and maintain collaborative partnerships with internal and external resources to support effective operations.
Communicate timely information to employees through team meetings, regular one-to-one discussions, leadership messages, and access to company process and protocol documentation.
Work with senior leadership to develop, implement, and reinforce claim handling protocols, business strategies, and objectives; evaluate performance and hold self and team accountable for results.
Oversee compliance with state and local regulatory requirements and remain current on applicable commercial insurance laws, regulations, and trends.
Participate in special projects and perform additional duties as assigned.
Attract, interview, onboard, develop, and retain talent within the team.