Complex Claim Director (Financial Lines - Public D&O)

| Chicago, IL, USA | Hybrid
Employer Provided Salary: 87,000-178,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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You have a clear vision of where your career can go. And we have the leadership to help you get there. 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.
Under broad direction manages a team of highly technical and/or specialized claims professionals and/or claims managers. Responsibilities include delivering superior business results through the effective management of all claims team(s) and resolution of all claims activities. This position works within broad authority limits on assignments requiring a high degree of technical knowledge, and is accountable for driving overall results and implementing company initiatives across a line of business. This position may have regional or national scope.
Essential Duties & Responsibilities:
Performs a combination of duties in accordance with departmental guidelines:

  • Leads the work activities of medium to high severity specialized Claims Professionals and/or Claims Managers and has full management responsibility for executing the Claims Leadership Playbook by setting and communicating expectations, providing direction and situational coaching, facilitating ongoing training and development, and managing employee performance.
  • 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, monitoring quality dashboards, providing ongoing feedback and addressing training needs.
  • Regularly uses data analytics to monitor team(s) performance, and develops strategies to drive operational effectiveness, and improve the overall performance of the organization.
  • Responsible for effectively managing department and claims expenses by achieving productivity targets, efficiency and quality standards, appropriately leveraging internal and external resources, and using data analytics to identify trends and opportunities.
  • Ensures optimal and effective operation by developing and maintaining collaborative business partnerships with internal and external resources while recognizing connections and inter-dependencies and maximizing relationships to effectively manage the operation.
  • Effectively communicates and shares pertinent and timely information to employees by holding team meetings, regular 1:1 employee 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 regularly evaluates performance; holding self and team accountable for achieving desired results.
  • Oversees compliance with state/local regulatory requirements by following company guidelines, and remains current on commercial insurance laws, regulations or trends for line of business.
  • May participate in special projects.

May perform additional duties as assigned.
Reporting Relationship
Typically AVP or above
Skills, Knowledge & Abilities

  • 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 professional and/or managers.
  • Advanced technical expertise in a specialized or highly complex line of business, business management acumen, investigation and claims resolution experience, expert knowledge claims principles, practices and procedures.
  • Ability to solve complex issues with a sense of urgency; utilizes and effectively identifies and manages 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 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 creativity 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.
  • Ability to model CNA's leadership behaviors.

Education & Experience:

  • Bachelor's degree with Master's preferred or equivalent experience.
  • Typically a minimum of ten years of related work experience, with three years of management experience preferred
  • Applicable certifications or professional designations preferred.

I n certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia , California, Colorado, Connecticut, Maryland , New York and Washington, the national base pay range for this job level is $87,000 to $178,000 annually.Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees - and their family members - achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA's benefits, please visit .
CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [email protected] .

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Located in the heart of the loop, CNA’s headquarters are at 151 N Franklin. With close proximity to both L and Metra stations.

An Insider's view of CNA

How would you describe the company’s work-life balance?

Work-life balance has always been a priority for me. It always will be. CNA’s hybrid working model allows me to not only maximize collaboration with my peers but also take advantage of increased flexibility by combining remote and in-office work. I’m empowered to take control of my schedule based on what works best for me and my team.

Alison Massey

Agile Scrum Master Consultant

How does the company support your career growth?

Throughout my five-year career, I’ve seen CNA value creating thinking and continuous learning. My managers actively encourage me to pursue rewarding professional development opportunities. Those opportunities have had a direct impact on my career growth. At CNA, the opportunities are endless and your career aspirations matter.

Alaina Cole

Underwritting Specialist

What unique initiatives do you have that encourage innovation?

We have an Innovation program and team that designs processes to encourage creative thinking and capture ideas across CNA. In addition to collaborating with and learning from world-class technology partners, we also host events such as our Innovation Summit and Hackathon, which bring winning competition ideas to life in real products and services.

Keith Zhang

Architecture Consulting Director

What's the biggest problem your team is solving?

A primary focus of my team is reducing the time-to-market associated with machine learning models. By leveraging cutting-edge cloud services and streamlining processes, we’re enhancing the model development lifecycle. That enhancement allows us to use efficient, effective predictive analytics when making business decisions.

Ryan Gulden

Senior AI/ML Engineer

What are CNA Perks + Benefits

CNA Benefits Overview

One of the many advantages of working at CNA is the benefits program we offer you and your eligible dependents,
beginning on the first day of your employment. The program features a variety of plans that provide health care
benefits, well-being, disability and survivor protection, and 401(k) savings, among others. Below are highlights
of the offerings.

Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Open office floor plan
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Diversity employee resource groups
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Adoption Assistance
Vacation + Time Off
Generous PTO
Paid holidays
Paid sick days
Office Perks
Relocation assistance
Onsite gym
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Online course subscriptions available

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