APD Claims Leader: Drive Excellence & Growth

CNA Insurance; New Jersey; Hybrid; USD 97,000 - 189,000; Full time

Benefits offered by this job

Benefits package

Job summary

CNA Insurance is seeking a Director of Auto Physical Damage (APD) to lead a team of more than 40 claims professionals. The role drives strategy, operational excellence, and superior customer outcomes in a hybrid work environment at a CNA office location.

The ideal candidate will bring ten-plus years in a claims field with leadership experience, strong business acumen, and a track record of improving performance and engagement across cross-functional teams.

Qualifications

• Bachelor’s degree; Master’s preferred or equivalent experience.
• Typically a minimum of ten years of related work experience, with three years of management experience preferred, including leading leaders.
• Background in auto physical damage strongly preferred; additional auto bodily injury experience considered a plus.
• Applicable certifications or professional designations preferred.

Responsibilities

• Leads the work activities of claims professionals and claims managers and has full management responsibility for setting and communicating expectations, providing direction and coaching.
• 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 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.

Job description

CNA Insurance is seeking a Director of Auto Physical Damage (APD) to lead a team of more than 40 claims professionals. The role drives strategy, operational excellence, and superior customer outcomes in a hybrid work environment at a CNA office location.

The ideal candidate will bring ten-plus years in a claims field with leadership experience, strong business acumen, and a track record of improving performance and engagement across cross-functional teams.