General Liability Claims Manager

About the role

Under general direction, manages a team of claims professionals for the General Liability line of business. Responsibilities include overseeing all claim resolution activities of the team to ensure accurate and timely disposition of claims in accordance with company protocols. This position works within broad authority limits and is accountable for implementing company initiatives and driving overall team results.

Responsibilities

• Oversees work activities of a team of claims professionals with full management responsibility, including setting expectations, providing direction and coaching, facilitating training and development, managing employee performance, and contributing to employee engagement
• Contributes to achievement of business results by ensuring claims are effectively handled according to company protocols, quality and customer service standards are achieved, and expenses are appropriately managed
• Ensures quality, service and cycle time standards are met or exceeded; handles escalated customer service issues promptly and professionally
• Ensures established claim handling protocols are followed by maintaining appropriate file engagement, monitoring quality dashboards, and partnering with quality assurance resources to provide meaningful technical guidance
• Recognizes trends and implements improvement opportunities by monitoring team performance, reviewing data analytics, and developing strategies to improve quality, customer satisfaction, and claim outcomes
• Contributes to achievement of department budget and manages expenses by ensuring appropriate vendor usage and holding team accountable to productivity and timely disposition standards
• Builds and maintains collaborative relationships with internal and external work partners, including claims operations, coverage resources, underwriters, SIU, Recovery Services, customers, brokers, and vendors
• Communicates pertinent information to employees through team meetings, regular 1:1 discussions, reinforcing leadership messages, and providing access to company documentation
• Maintains compliance with state/local regulatory requirements by following company guidelines and staying current on commercial insurance laws, regulations, and trends
• May participate in or lead project teams; may perform additional duties as assigned

Qualifications

• Bachelor's degree or equivalent experience
• Minimum of seven years of related work experience
• Previous management experience preferred
• Applicable certifications or professional designations preferred

Skills

• Knowledge of the insurance industry and organization's products, policies, and procedures
• Ability to effectively identify, lead, coach, engage, develop, and retain talented claim professionals
• Strong claims resolution skills and knowledge of insurance and claims principles, practices, and procedures
• Strong analytical and problem-solving skills with ability to prioritize and manage multiple priorities
• Ability to effectively collaborate with internal and external business partners
• Excellent communication skills and customer service experience with ability to present to senior management
• Ability to utilize data and analytics to measure business results and drive continuous improvements
• Ability to manage ambiguous situations and business issues
• Ability to embrace change and value diverse ideas and opinions
• Knowledge of Microsoft Office Suite and other business-related software
• Ability to model CNA's leadership behaviors

Pay

National base pay range for this job level is $72,000 to $141,000 annually. Salary determinations are based on various factors including relevant work experience, skills, certifications, and location.

Benefits

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