Complex Claims Director - Financial Lines Cyber, Technology, Media, MPL & Fidelity at CNA Financial in Chicago, IL

Job description

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential. Under broad direction manages a team of highly technical and/or specialized claims professionals handling Cyber, Technology, Media, Miscellaneous Professional Liability (MPL), and Fidelity claims. Responsibilities include delivering superior business results through the effective management of the claims team. This position works within broad authority limits on assignments requiring a high degree of technical knowledge, and is accountable for driving high performance, leading through change and attracting, interviewing, onboarding and developing talent within the team We are open to all CNA office locations with a strong preference for Chicago, IL or New York (New York City, Tarrytown and/or Melville). JOB DESCRIPTION: Essential Duties & Responsibilities: Performs a combination of duties in accordance with departmental guidelines: Leads the work activities of medium to high severity specialized Claims Professionals and has full management responsibility for executing the Claims Priorities and demonstrating the Claims Leadership Competencies by setting and communicating clear expectations, providing direction and situational coaching, facilitating ongoing training and development, and managing employee performance. 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 maintaining and/or overseeing appropriate file engagement, monitoring quality dashboards, providing ongoing feedback and addressing training needs. 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. May participate in special projects. May perform additional duties as assigned. 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 professional and/or managers. Advanced technical expertise in a specialized or highly