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About the Role
Leads a team of Claims Consultants and Consulting Directors responsible for handling 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. Drives overall results and implements company initiatives within the department.
Responsibilities
- Leads the work activities of medium to high severity specialized Claims Professionals, with full management responsibility for setting and communicating expectations, providing direction and situational coaching, and facilitating ongoing training.
- Facilitates ongoing development, manages performance, and drives 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.
- 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.
- Uses data analytics to monitor team performance and identify trends, developing strategies to drive operational effectiveness and improve overall performance.
- Develops and maintains collaborative business partnerships with internal and external resources to effectively manage the operation.
- Effectively communicates and shares pertinent and timely information to employees through team meetings, 1:1 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 evaluates performance.
- Recognizes severity matters and escalates appropriately.
- Oversees compliance with state/local regulatory requirements and remains current on commercial insurance laws, regulations or trends for the line of business.
- May participate in special projects.
- May perform additional duties as assigned.
Requirements
- 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 creatively 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.
Skills
- General liability claims
- Mass tort
- Sexual abuse
- Latent/legacy exposures
- Policy forms and coverage issues
- Allocation
- Number of occurrences
- Trigger theories
- Leadership
- Coaching
- Talent development
- Talent retention
- Judgment
- Decision-making
- Risk assessment
- Uncertainty management
- Claims principles
- Claims practices
- Claims procedures
- Investigation
- Negotiation
- Resolution
- Problem-solving
- Collaboration
- Communication
- Presentation skills
- Data analytics
- Business acumen
- Change management
- Risk-taking
- Adaptability
- Microsoft Office Suite
Location
- Remote
- Hybrid
Work Type
- Full-time
Experience Level
- Ten years of related work experience
- Three years of management experience
Education Level
- Bachelor’s degree
- JD, Master’s degree, or equivalent experience preferred
- Applicable certifications or professional designations preferred
Salary/Compensations
- $147,000 to $241,500
- $97,000 to $189,000 annually in certain jurisdictions
Benefits
- Comprehensive and competitive benefits package to help employees and their family members achieve their physical, financial, emotional and social wellbeing goals.
About the Company
- At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
- CNA utilizes AI-enabled technology during the recruiting process.
- CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process.