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 involves managing direct staff as well as outsourced vendor programs, driving continuous performance and operational improvements, and delivering superior business results. The individual will have broad authority on assignments requiring a high degree of technical knowledge and will be accountable for driving overall results implementing company initiatives across multiple lines of business, potentially with U.S. and international scope.

Responsibilities

• Leads the work activities of Recovery Services professionals and/or managers, with full management responsibility for setting and communicating expectations, providing direction and coaching, facilitating ongoing training and development, managing employee performance, and contributing to employee engagement.
• Contributes to organizational profitability by driving productivity, managing expenses, ensuring appropriate use of and managing vendor performance, overseeing and authorizing recovery strategies, and ensuring quality and customer service standards are met or exceeded.
• Ensures customer satisfaction by holding the team accountable for delivering high-quality and timely service, identifying opportunities, and developing initiatives, processes, and training that contribute to a positive customer experience.
• Ensures applicable recovery protocols are followed by overseeing appropriate file engagement, monitoring quality dashboards, providing ongoing feedback, and addressing training needs across multiple teams.
• Regularly uses data analytics to monitor team performance and develops strategies to drive operational effectiveness and improve overall organizational performance.
• Manages departmental expenses by achieving productivity targets, efficiency, and quality standards, leveraging internal and external resources, and using data analytics to identify trends and opportunities.
• Ensures optimal and effective operations by developing and maintaining collaborative business partnerships with internal and external resources, recognizing connections and interdependencies, and maximizing relationships.
• Effectively communicates and shares pertinent and timely information with employees through team meetings, regular one-on-one 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 recovery protocols, business strategies, and objectives, and regularly evaluates performance while holding self and team accountable for achieving desired results.
• Oversees compliance with state/local regulatory requirements by 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

• Thorough knowledge of the commercial insurance industry, products, and services, and 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 concepts and principles in the 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 a sense of urgency, utilizing and effectively managing 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 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.

Qualifications

• Bachelor’s degree with a Master’s preferred or equivalent experience.
• Typically a 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.

Pay

In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York, and Washington, 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 well-being goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.