Lead General Liability Claims – Drive Team Impact

CNA Insurance; Los Angeles (CA); On-site; USD 72,000 - 141,000; Full time

Job summary

CNA Insurance in the United States is seeking an experienced claims leader to manage a team within the General Liability line. You will drive claims resolution, coach staff, and ensure compliance with company protocols while meeting quality and customer service targets.

The role emphasizes data-driven improvement, cross-functional collaboration, and vendor management to control expenses and maximize outcomes. This is a senior leadership position reporting typically to a director or higher.

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 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.

Skills

Leadership

Coaching

Claims resolution

Analytical skills

Communication

Data analytics

MS Office

Education

Bachelor's degree

Job description

CNA Insurance in the United States is seeking an experienced claims leader to manage a team within the General Liability line. You will drive claims resolution, coach staff, and ensure compliance with company protocols while meeting quality and customer service targets.

The role emphasizes data-driven improvement, cross-functional collaboration, and vendor management to control expenses and maximize outcomes. This is a senior leadership position reporting typically to a director or higher.