Claims Recovery Director

About the role

This position works under broad direction to manage a team of 10 Recovery Services professionals and/or managers across multiple lines of business including Auto Physical Damage, Fidelity, Salvage, SIF, War Hazard, and Standard Lines Recovery/Subrogation. The role has full management responsibility for setting and communicating expectations, providing direction and coaching, and driving overall results implementing company initiatives across multiple lines of business, which may include U.S. and international scope.

Responsibilities

• Leads the work activities of Recovery Services professionals and/or managers, including setting expectations, providing direction and coaching, facilitating training and development, managing performance, and contributing to employee engagement.
• Drives organizational profitability through productivity, expense management, vendor performance oversight, recovery strategy authorization, and ensuring quality and customer service standards are met or exceeded.
• Ensures customer satisfaction by holding teams accountable for high-quality, timely service, identifying opportunities, and developing initiatives, processes, and training for a positive customer experience.
• Oversees adherence to recovery protocols by monitoring file engagement, quality dashboards, providing feedback, and addressing training needs across multiple teams.
• Uses data analytics to monitor team performance, develop strategies for operational effectiveness, and improve overall organizational performance.
• Manages departmental expenses by achieving productivity targets, efficiency and quality standards, leveraging resources, and using data analytics to identify trends and opportunities.
• Develops and maintains collaborative business partnerships with internal and external resources to ensure optimal and effective operations.
• Communicates pertinent and timely information to employees through team meetings, 1:1 discussions, and shared access to company documentation.
• Participates with senior leadership in developing, implementing, and reinforcing recovery protocols, business strategies, and objectives, while evaluating performance and holding teams accountable.
• Oversees compliance with state/local regulatory requirements, following company guidelines, and staying current on commercial insurance laws, regulations, or trends.
• May participate in special projects and perform additional duties as assigned.

Requirements

• Bachelor’s degree with Master’s preferred or equivalent experience.
• Minimum of ten years of claims and/or recovery-related experience.
• Three or more years of previous management experience is preferred.
• Applicable certifications or professional designations preferred.

Skills & Abilities

• Thorough knowledge of the commercial insurance industry, products, and services, with awareness of industry challenges and changes.
• Ability to effectively recruit, lead, coach, develop, and retain talented recovery services professionals and/or managers.
• Comprehensive understanding of Recovery Services discipline and a broad understanding of other disciplines within claims and the company.
• Ability to identify and resolve medium to high-complexity issues with urgency, utilizing all available resources to make informed decisions.
• Ability to effectively interact and collaborate with all levels of internal and external business partners.
• Excellent communication skills and customer service experience, with demonstrated ability to present succinctly to senior management.
• Demonstrated knowledge of extracting insights from metrics to make informed business decisions.
• Ability to creatively and effectively manage ambiguous and challenging business problems, lead through change, and take appropriate risks.
• Adaptable and able to lead through change.
• Proficiency in Microsoft Office Suite and other business-related software.
• Ability to model CNA's leadership behaviors.

Pay

The national base pay range for this job level is $97,000 to $189,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications, and location.

Benefits

CNA offers a comprehensive and competitive benefits package to help employees and their family members achieve their physical, financial, emotional, and social wellbeing goals. For a detailed look at CNA’s benefits, visit cnabenefits.com.