General Liability Claims Manager

CNA Insurance; Melville (NY); On-site; USD 72,000 - 141,000; Full time

Job summary

CNA Insurance in Melville, NY seeks a senior claims leader to manage a team of claims professionals in the General Liability line. You will oversee claim resolution, drive performance, and ensure adherence to company protocols.

Reporting to senior leadership, you will coach staff, analyze data, manage budgets, and collaborate with underwriters, SIU, and external partners. Bachelor\'s degree and 7+ years experience required; leadership experience preferred; professional designations encouraged.

Qualifications

• Bachelor's degree or equivalent experience.
• Typically a minimum of seven years of related work experience.
• Previous management experience is preferred.
• Applicable certifications or professional designations preferred.

Responsibilities

• Oversees the work activities of a team of claims professionals with full management responsibility, setting expectations and coaching.
• Ensures claims are handled according to company protocols, maintaining quality and customer service standards while managing expenses.
• Addresses customer service issues promptly and professionally to meet satisfaction targets.
• Maintains compliance with claim handling protocols, engages with quality assurance, and provides technical guidance for resolution strategies.
• Monitors performance using data analytics to improve quality, customer satisfaction, and outcomes of claims.
• Manages vendor usage and budget to meet productivity and disposition standards.
• Builds collaborative relationships with internal and external partners, including underwriters, SIU, Recovery Services, brokers, and vendors.
• Communicates information to staff through meetings, 1:1 discussions, and access to process documentation.
• Keeps abreast of state/local regulatory requirements related to commercial insurance lines.
• May participate in or lead project teams.

Skills

Leadership

Coaching

Analytical skills

Data analytics

Communication

Customer service

Education

Bachelor's degree or equivalent experience

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.
You have a clear vision for where your career can go – and at CNA, we’re committed to helping you get there. We foster a culture where people know they matter, feel connected to meaningful work, and are supported in using their talents to their fullest potential.
Under general direction manages a team of claims professionals for our 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.

JOB DESCRIPTION:

Essential Duties & Responsibilities:

• Oversees the work activities of a team of claims professionals and has full management responsibility by setting and communicating expectations, providing direction and coaching, facilitating training and development, managing employee performance, and contributing to employee engagement.
• Contributes to the achievement of business results by ensuring that claims are effectively handled according to company protocols, quality and customer service standards are achieved, and expenses are appropriately managed.
• Contributes to achievement of customer satisfaction targets by ensuring quality, service and cycle time standards are met or exceeded by the team and handling 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 that contributes to both claim resolution strategies and employee development.
• Recognizes trends and implements improvement opportunities by monitoring team performance, reviewing and interpreting data analytics and developing strategies to improve quality, customer satisfaction and overall claim outcomes.
• Contributes to achievement of department budget and effectively manages expenses associated with claims resolution by ensuring appropriate usage of vendors, and holding team accountable to productivity and timely disposition standards.
• Builds and maintains collaborative relationships with internal and external work partners by participating in round table discussions, working with claims operations and coverage resources, providing insights to underwriters, partnering with SIU and Recovery Services and interacting with external customers, brokers and vendors as appropriate.
• Communicates and shares pertinent and timely information to employees by holding team meetings, scheduling regular 1:1 employee discussions, reinforcing leadership messages and providing shared access to company process and protocol documentation.
• Maintains compliance with state/local regulatory requirements by following company guidelines, and staying current on commercial insurance laws, regulations or trends for line of business.
• May participate in or lead project teams.

May perform additional duties as assigned.

Reporting Relationship

Typically Director or above

Skills, Knowledge & Abilities

• Knowledge of the insurance industry and general knowledge of the 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 for area of responsibility.
• Strong analytical and problem solving skills, with the ability to prioritize and effectively manage multiple priorities.
• Ability to effectively collaborate with internal and external business partners.
• Excellent communication skills and customer service experience, with developing ability to succinctly 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.

Education & Experience

• Bachelor's degree or equivalent experience.
• Typically a minimum of seven years of related work experience.
• Previous management experience is preferred
• Applicable certifications or professional designations preferred.

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $72,000 to $141,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve our physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.

CNA utilizes AI-enabled technology during the recruiting process. For more information, please visit our careers page.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [e-mail]