AVP, CLAIMS SERVICE CENTER

Claim - Commercial P&C - South Regional Assistant Vice President


The Assistant Vice President of South Regional Standard Lines Claim reports to the Vice President of Commercial P&C Field Claim Operations.


The Assistant Vice President of Regional Standard Lines Claim is responsible for direction, management and implementation of strategic objectives and policies of all aspects of claim handling in accordance with the company’s strategic plans  for CNA’s Commercial Standard Lines to include; General Liability, Work Comp, BI, Property and Auto.


Portfolio consists of mid level severity claims with values in the $10,000 to $150,000 range.


Historical Claim volume of approximately 6,000 new claims per qtr and Approximately 21,000 Pending Claims Per Qtr with in the South region.


The Assistant Vice President of South Regional Standard Lines Claim is accountable for:


Day to day management and leadership of a regional claim footprint (three offices) that handles a claim volume of 24,000 annually for a region that produce approximately $1 billion in GWP.

Management of operations budgets $15 Million

Carrie a personal claim authority of $500K or more

Implementation of strategic objectives with substantial impact on the short-term success for claims handling across our standard lines portfolio multiple lines and multiple locations.

Leads, directs and has full management accountability for 3 Director level reports with a subsequent staff of 100 – 150 FTE’s with an emphasis on talent management, skills acquisition and succession planning in accordance with corporate Talent Management initiatives.

Implements claim policy and guidelines in compliance with corporate claim objectives and insurance laws and regulations.

Collaborates across various levels of management (Underwriting, Finance, WWO and IT) within a line(s) of business to improve operational effectiveness, customer service and quality while lowering expenses, and increasing profitability.

Interface with underwriting leadership to refine product offerings and appetites based on regional trends.

Drives continuous improvement within scope of responsibility through initiatives involving people, processes and technology.  Includes identifying emerging issues and trends. 

Maintains and analyzes appropriate metrics, review protocols, governance and control mechanisms.

Represent CNA Claims at industry event.


Key Strategic Objectives


Manage, lead and execute strategy focused on consolidation of operation foot print – due to lower claim volumes as a result of underwriting discipline and express centers.

Participate as key contributor on Model Office Strategy and tactical initiatives


Establishment of standard claim handing procedures

Process Re-engineering

Establishment of metrics and measures

Increase Customer Service, Quality

Lower expense

Emerge as a thought leader internally and externally

Foster a performance driven ownership orientated culture.


The Assistant Vice President of Regional South Standard Lines Claim will be a will be a “hands-on” leader/driver with a strong background in dealing with complex claim issues across day to day operations, process re engineering, office consolidation, talent development -  succession planning, and relationship building with leadership.


 


Bachelor’s degree with Master’s preferred in finance, business or related field or equivalent.

Applicable certifications preferred.


The successful candidate will have a minimum of 10 years of experience in progressive claim leadership roles within a larger commercial insurance carrier or TPA.  Ideally, candidate should have five or more years experience leading a regional or national claim operation of similar size (Volume of 24,000 with a staff of 100+) focused on mid level severity commercial; Auto, BI, General Liability, Work Comp and Property claims ($10K – $150K). Ability to Travel up to 30%


Further, candidate should have direct hands on experience leading and executing process re engineering initiatives.  Candidate should also have experience in a matrix environment capable of developing and fostering high quality relationships with all levels of the enterprise.


The ideal candidate’s proficiency and career experience will include:


In-depth technical knowledge of theories and practices within claims management and commercial insurance industry operations.

Have carried a claim authority ideally over $500,000.

Ability to effectively interact and communicate with all levels of external and/or internal business partners within scope of responsibility, team and/or matrix environment

Leadership and management skills demonstrating integrity and professionalism.

Ability to drive results by identifying, and resolving problems within scope of responsibility.

Knowledge of the commercial insurance claim industry, its products and services.

Hand on support and execution of; Auto, BI, General Liability, Work Comp and Property mid level severity claims operations 

Experience with process re-engineering, and associated change management background across people, process and technology

Strong communications skills necessary based on remote and matrix nature of the role

Professional relationship building skills with the ability to influence negotiate and facilitate collaborative relationships with customers, peers, subordinates and other members of management.