AVP, Claims

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.

CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them — and their family members — achieve their physical, financial, emotional and social wellbeing goals.

For a detailed look at CNA’s benefits, check out our Candidate Guide.

Officer-level role responsible for leading a Liability Claims operation. This position contributes to the development of strategic objectives for General Liability, aligned with the company’s broader priorities. Ensures consistent execution of claims-handling practices and leads ongoing operational initiatives and continuous improvement efforts. Accountable for overall quality, customer service delivery, and productivity for the line of business. Partners with internal and external stakeholders and may have regional or national scope.

This position supports a hybrid work arrangement and will be based out of our Plano, TX office. Relocation assistance is available.

JOB DESCRIPTION:

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

• Leads the claims operation for General Liability and has full accountability for implementing strategic objectives to ensure the effective and efficient delivery of claims services and achievement of short term business results for area(s) of responsibility.
• Provides leadership and direction and has full management accountability for all members of the team with an emphasis on developing both technical and leadership skills, maximizing employee engagement and succession planning in accordance with the company's talent management programs.
• Drives for a superior customer experience and continuous improvement through the development and implementation of claims and company initiatives involving human capital, processes and technology.
• Partners with senior leadership to develop and implement claims-handling protocols, business strategies, and key priorities; regularly evaluates performance against goals and holds self and team accountable for results.
• Applies insights from data analytics to effectively manage operation and identify and address efficiency and effectiveness opportunities.
• Manages expenses for General Liability Claims by following claims handling protocols, effectively managing productivity and use of external resources, leveraging technology and using data analytics to analyze trends and maximize organization performance.
• Builds and maintains collaborative relationships with internal and external business partners (including Operations, Underwriting, Actuarial, and Risk Control) and regularly shares claims outcomes, trends, legal developments, and other relevant business updates.
• Contributes to the development and execution of a comprehensive communication plan that shares and reinforces key information through multiple channels (e.g., regular group meetings, one-on-one discussions, and other available formats). Develops and delivers executive-level operational summaries and presentations to senior leadership.
• Protects company assets and reputation by ensuring compliance with applicable state/territory regulations and requirements, and by identifying emerging issues and trends that may significantly impact claims practices and procedures.
• Leads and/or participates in special projects and may represent the company at industry events.
• Performs additional duties as assigned.
  
  
  

Reporting Relationship

Typically VP and above

Skills, Knowledge And Abilities

• Champions CNA with an advanced understanding of the company’s differentiating position in the industry, CNA’s products and services, as well as a working knowledge and understanding of competitors products and services.
• Leadership, integrity, professionalism and talent management skills with a demonstrated ability to engage a diverse team.
• In-depth technical expertise in line of business. Strong business acumen, knowledge of insurance and claims principles, practices and procedures and working knowledge of finance and accounting functions.
• Ability to drive results by identifying, and creatively resolving complex problems within scope of responsibility.
• Ability to effectively interact and collaborate with all levels of external and/or internal business partners within scope of responsibility, team and/or matrix environment.
• Excellent communication skills and customer service experience, with demonstrated ability to succinctly present to senior management.
• Demonstrated ability to effectively use data analytics to make informed business decisions affecting area of responsibility.
• Demonstrated experience leading through ambiguous and challenging business problems and managing through change.
• Knowledge of Microsoft Office Suite and other business-related software.
• Ability to model CNA's leadership behaviors.
  
  
  

Education And Experience

• Bachelor’s degree with Master’s or J.D. preferred or equivalent experience.
• Typically a minimum of ten years of related work experience, with five years management experience.
• Applicable certifications or professional designations preferred.
  
  
  

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com.