Senior General Liability Claims Leader

CNA Insurance; Downers Grove (IL); On-site; USD 72,000 - 141,000; Full time

Job summary

CNA Insurance in Downers Grove, IL is seeking a Senior Claims Manager to lead a team of claims professionals and drive performance. You will coach staff, set expectations, and align operations with company protocols, quality, and service standards while managing expenses.

The role emphasizes leadership, strategic oversight, data-driven improvement, and collaboration with underwriters, SIU, and external partners. Typically requires seven years plus management experience.

Qualifications

• Bachelor's degree or equivalent experience.
• Typically a minimum of seven years of related work experience.
• Previous management experience 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.
• May participate in or lead project teams.

Skills

Leadership

Coaching

Communication

Analytical thinking

Data analytics

Collaboration

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

Job description

CNA Insurance in Downers Grove, IL is seeking a Senior Claims Manager to lead a team of claims professionals and drive performance. You will coach staff, set expectations, and align operations with company protocols, quality, and service standards while managing expenses.

The role emphasizes leadership, strategic oversight, data-driven improvement, and collaboration with underwriters, SIU, and external partners. Typically requires seven years plus management experience.