Workers Compensation Claims Manager, West

Job Overview

You have a clear vision of where your career can go. At CNA, we provide leadership to help you get there. Under general direction, you will manage a team of claims professionals for a specific line of business. You will oversee all claim resolution activities to ensure accurate and timely disposition of claims in accordance with company protocols and drive overall team results.

• Oversee the work activities of a team of claims professionals and provide full management responsibility by setting and communicating expectations, coaching, facilitating training, managing employee performance, and contributing to employee engagement.
• Ensure claims are handled according to company protocols, meeting quality and customer service standards, and managing expenses appropriately.
• Achieve customer satisfaction targets by ensuring quality, service, and cycle time standards are met or exceeded and handle escalated customer service issues promptly and professionally.
• Maintain claim handling protocols by monitoring quality dashboards, partnering with quality assurance resources, and providing technical guidance to improve claim resolution strategies and employee development.
• Recognize trends and implement improvement opportunities by monitoring team performance, reviewing data analytics, and developing strategies to improve quality, customer satisfaction, and claim outcomes.
• Manage department budget and expenses related to claims resolution, ensuring appropriate vendor usage and productivity standards.
• Build and maintain collaborative relationships with internal and external partners, including claims operations, coverage resources, underwriters, SIU, Recovery Services, brokers, and vendors.
• Communicate relevant information to employees through team meetings, 1:1 discussions, and shared documentation.
• Maintain compliance with state/local regulatory requirements and stay current on commercial insurance laws and trends.
• Participate in or lead project teams and perform additional duties as assigned.

• Knowledge of the insurance industry, organization products, policies, and procedures.
• Effective leadership: identify, coach, engage, develop, and retain claim professionals.
• Strong claims resolution skills and knowledge of insurance principles, practices, and procedures.
• Strong analytical and problem‑solving skills, prioritizing multiple tasks.
• Collaboration skills with internal and external business partners.
• Excellent communication skills and customer service experience, with ability to present succinctly to senior management.
• Data and analytics skills to measure business results and drive continuous improvement.
• Ability to manage ambiguous situations and business issues.
• Embrace change and value diverse ideas and opinions.
• Proficiency with Microsoft Office Suite and other business software.
• Capability to model CNA’s leadership behaviors.

• 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.

In certain jurisdictions, the national base pay range for this job level is $72,000 to $141,000 annually. Salary determinations are based on relevant work experience, skills, certifications and location.

CNA offers a comprehensive benefits package. The company is committed to providing reasonable accommodations to qualified individuals with disabilities. Contact  to request an accommodation.