Workers Compensation Claims Manager

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

Job summary

CNA Insurance seeks a senior-level claims leader to manage a team of professionals handling workers’ compensation claims. You will oversee claim resolution, coaching, and performance management while ensuring compliance and quality standards.

With a Bachelor’s degree (or equivalent) and 7+ years of claims experience, you’ll drive results, monitor budgets, and collaborate with internal and external partners to improve service outcomes.

Qualifications

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

Responsibilities

• Oversees a team of claims professionals and provides direction, coaching and performance management.
• Ensures claims are resolved accurately and on time per company protocols.
• Maintains compliance with state/local regulatory requirements and company guidelines.
• Leads process improvements by analyzing data analytics and identifying optimization opportunities.

Skills

Leadership

Coaching

Communication

Data analytics

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Office

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 general direction manages a team of claims professionals for workers compensation.

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.

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 including workers compensation claims 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 their 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].

At CNA, we are focused on success, individually and collectively. We pride ourselves on promoting a culture that challenges and engages people. We strive to connect people, departments and business areas, to function as a team, and to serve our customers and communities with professionalism and respect. Our dedication to employee engagement, continuous learning and the open exchange of ideas is the cornerstone of our business.

These ideals, combined with our focus on the customer, enable us to explore new market opportunities and build on our success.

Our values, culture and financial strength are what differentiates us from other employers and make CNA the place you want to work.

At CNA, we are committed to advancing a culture of inclusion - one that attracts talent from all walks of life, fosters respect and collaboration, and enables all of our colleagues to do their best work.

At CNA, we have a long standing commitment to the diverse communities in which we live and work.

We actively make a difference for the greater good through partnerships, sustainability, initiatives, and working together for a better tomorrow.

Corporate Social Responsibility is not one person, or one department, it's the entire enterprise coming together to make the world a better place.