Field Liability Claims Director

CNA Insurance

Leading a team of claims professionals at CNA to drive business outcomes and manage claims resolution. Focusing on operational excellence and strategic oversight across multiple states.

Posted 7/9/2026full-timeMelville • Colorado, Illinois, Massachusetts, New York, Pennsylvania • 🇺🇸 United StatesLead💰 $97,000 - $189,000 per yearWebsite

About the role

Key responsibilities & impact

Under broad direction manages a team of claims professionals and/or claims managers for a specific line of business
Leads the work activities of claims professionals and claims managers and has 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
Leads special projects relative to AGL Field Liability needs in connection with key business partners
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 overseeing appropriate file engagement, monitoring quality dashboards, providing ongoing feedback, and addressing training needs across multiple teams
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.

Requirements

What you’ll need

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
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 and business management acumen, investigation and claims resolution experience, expert knowledge of 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 creatively and effectively manage through ambiguous and challenging business problems, lead through change and take appropriate levels of risks
Knowledge of Microsoft Office Suite and other business-related software
Ability to model CNA's leadership behaviors.

Benefits

Comp & perks

Comprehensive and competitive benefits package
Help employees and their family members achieve physical, financial, emotional and social wellbeing goals

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Claims ResolutionBusiness ManagementInvestigation TechniquesClaims PrinciplesRegulatory Compliance

Soft Skills

Effective CommunicationCoaching and DevelopmentProblem SolvingCollaborationChange Management