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

Job Description

The Complex Claims Director is a pivotal leadership role within CNA's Financial Lines organization. This position leads a team of highly skilled claims professionals responsible for the management of complex Financial Institutions E&O claims involving Banking Institutions, Investment Advisors and Asset Managers, Private Equity firms, Insurance Companies, and Reps and Warranties exposures. The successful candidate will combine technical excellence, business acumen, and inspiring leadership to navigate challenging coverage, liability, and litigation issues while driving exceptional outcomes for customers and the organization.

Essential Duties & Responsibilities

• Leads, develops, and inspires a team of highly skilled claims professionals handling complex, high-severity Financial Institutions E&O claims, fostering technical excellence, strong decision-making, and a culture of accountability and collaboration.
• Drives superior claim outcomes by overseeing claim strategies, reserving, litigation management, settlement authority recommendations, and resolution planning across a sophisticated portfolio of Financial Institutions E&O matters.
• Contributes to organizational profitability by driving productivity, managing expenses, ensuring appropriate use of vendors, overseeing claim resolution strategies, and ensuring quality and customer service standards are met or exceeded.
• Ensures customer satisfaction by holding teams accountable for delivering high-quality, timely claim service, identifying service opportunities, and implementing initiatives, processes, and training that enhance the customer experience.
• Ensures claim handling excellence through active file engagement, quality oversight, performance monitoring, coaching, and development of technical capabilities across the team.
• Leverages data analytics and operational metrics to identify trends, evaluate performance, improve outcomes, and drive continuous operational effectiveness.
• Manages department and claim expenses through disciplined financial stewardship, productivity management, effective resource utilization, and a focus on efficiency and quality.
• Builds and strengthens strategic relationships across Claims, Underwriting, Actuarial, Legal, Reinsurance, and external stakeholders to achieve favorable outcomes on complex matters and advance business objectives.
• Effectively communicates and shares timely information through team meetings, one-on-one coaching sessions, leadership communications, and development initiatives that foster employee engagement and growth.
• PARTNERS WITH SENIOR LEADERSHIP TO SHAPE CLAIMS STRATEGY, INFLUENCE BUSINESS DECISIONS, IMPLEMENT KEY INITIATIVES, AND REINFORCE ORGANIZATIONAL PRIORITIES AND OBJECTIVES.
• DEVELOPS AND ADVANCES TALENT THROUGH COACHING, MENTORING, SUCCESION PLANNING, AND PERFORMANCE MANAGEMENT, HELPING BUILD THE NEXT GENERATION OF FINANCIAL LINES CLAIM LEADERS.
• ENSURES COMPLIANCE WITH APPLICABLE REGULATORY REQUIREMENTS, COMPANY GUIDELINES, AND INDUSTRY BEST PRACTICES WHILE REMAINING CURRENT ON EMERGING LEGAL, REGULATORY, AND MARKET TRENDS AFFECTING FINANCIAL INSTITUTIONS E&O EXPOSURES.
• MAY PARTICIPATE IN SPECIAL PROJECTS AND ENTERPRISE INITIATIVES.

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 professionals and/or managers.
• Advanced technical expertise in Financial Institutions E&O, business management acumen, investigation and claims resolution experience, and expert knowledge of claims principles, practices and procedures.
• Ability to solve complex issues with a sense of urgency; effectively identifies and manages 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.

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.