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About the Role
The Auto Physical Damage (APD) Director is a key Claims leader responsible for advancing operational excellence, customer outcomes, and financial performance across the APD business. This role provides strategic direction and oversight to ensure consistent, high-quality claim handling, efficient processes, and exceptional service for customers and business partners. This highly visible role leads a team of more than 40 claims professionals who support customers after vehicle losses and helps shape the strategy, performance, and continued evolution of this critical business segment.
Responsibilities
- Leads the work activities of claims professionals and claims managers, setting expectations, providing direction and coaching, facilitating training and development, managing performance, and contributing to engagement.
- Contributes to organizational profitability by driving productivity, managing expenses, ensuring appropriate vendor use, overseeing claim resolution strategies, and ensuring quality and customer service standards.
- Ensures customer satisfaction by holding the team accountable for high-quality and timely claim service, identifying service opportunities, and developing initiatives, processes, and training for a positive customer experience.
- Ensures applicable claim handling protocols are followed by overseeing file engagement, monitoring quality dashboards, providing feedback, and addressing training needs.
- Uses data analytics to monitor team performance and develops strategies to drive operational effectiveness and improve overall organizational performance.
- Manages department and claims expenses by achieving productivity, efficiency, and quality targets, leveraging resources, and using data analytics to identify trends and opportunities.
- Ensures optimal operation by developing and maintaining collaborative business partnerships with internal and external resources.
- Communicates pertinent and timely information to employees through team meetings, 1:1 discussions, reinforcing leadership messages, and providing access to process and protocol documentation.
- Participates with senior leadership in developing, implementing, and reinforcing claim handling protocols, business strategies, and objectives, and evaluates performance.
- Oversees compliance with state/local regulatory requirements and remains current on commercial insurance laws, regulations, or trends.
- May participate in special projects.
- May perform additional duties as assigned.
Requirements
- 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 professionals and/or managers.
- Advanced technical expertise and business management acumen, investigation and claims resolution experience, expert knowledge of claims principles, practices, and procedures.
- Ability to solve complex issues with a sense of urgency, utilizing and identifying all available resources for 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 creatively and effectively manage through ambiguous and challenging business problems, lead through change, and take appropriate levels of risk.
- 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.
Skills
- Auto physical damage
- Auto bodily injury
- Data analytics
- Leadership
- Claims management
- Business acumen
- Communication
- Customer service
- Collaboration
- Problem-solving
- Change management
Location
- Hybrid
- CNA office locations
Work Type
- Hybrid
Experience Level
- Minimum of ten years of related work experience
- Three years of management experience preferred, including leading leaders
Education Level
- Bachelor’s degree with Master’s preferred or equivalent experience
- Applicable certifications or professional designations preferred
Salary/Compensations
- $97,000 to $189,000 annually
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.