Complex Claim Director - Life Sciences & Advertising Injury/Personal Injury

Overview 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. Leads a team of Claims Consultants and Consulting Directors responsible for the handling of complex, high exposure life sciences claims and claims arising under Coverage B of commercial general liability policies (personal and advertising injury), including matters involving product advertising, labeling and marketing content, intellectual property and unfair competition allegations, reputational harm, and related emerging exposures. Essential Duties & Responsibilities Leads the work activities of medium to high severity specialized Claims Professionals, with full management responsibility for setting expectations, providing guidance, coaching, and facilitating ongoing training. Responsible for facilitating ongoing development, managing performance, and driving employee engagement and retention. Provides oversight and strategic direction on complex life sciences and Coverage B claim files, including analysis of policy language, endorsements, advertising/personal injury offenses, intellectual property and unfair competition allegations, and litigation strategy on high exposure matters. Partners with Underwriting, Actuary, Reinsurance, Legal and other internal stakeholders on exposure evaluation, reserving strategy, trends, and portfolio insights. Oversees appropriate use of specialized resources and vendors (coverage counsel, panel counsel, technical/subject‑matter experts, eDiscovery, consulting vendors) commensurate with severity and complexity. Contributes to organizational profitability by driving productivity, managing expenses, ensuring appropriate vendor use, authorizing claim resolution strategies, and maintaining quality and customer service standards. Ensures customer satisfaction by holding the team accountable to deliver high‑quality and timely claim service, identifying service opportunities, and developing initiatives, processes, and training that enhance the customer experience. Ensures applicable claim handling protocols are followed by maintaining and supervising file engagement, providing feedback and addressing training needs. Uses data analytics regularly to monitor team performance, identify trends, and develop strategies to improve operational effectiveness. Ensures optimal operation by developing and maintaining collaborative business partnerships with internal and external resources, maximizing relationships to manage the operation effectively. Communicates and shares pertinent information to employees via team meetings, regular 1:1 discussions, reinforcing leadership messages and providing shared access to company process and protocol documentation. Participates with senior leadership in developing, implementing, and reinforcing claim handling protocols, business strategies and objectives, and evaluates performance to hold self and team accountable for desired results. Recognizes severity matters and escalates appropriately. Oversees compliance with state/local regulatory requirements following company guidelines, staying current on commercial insurance laws, regulations and trends for the line of business. May participate in special projects and perform additional duties as assigned. Reporting Relationship AVP or above Skills, Knowledge & Abilities Advanced technical expertise in complex commercial general liability claims, with deep knowledge of life sciences risks and associated litigation and regulatory-driven exposures. Strong understanding of Coverage B (personal and advertising injury) policy language, offenses and common allegations, including advertising injury, disparagement, defamation, privacy violations, wrongful eviction/entry, malicious prosecution, intellectual property‑related advertising claims and related exclusions/endorsements. Ability to analyze complex coverage issues and allocate risk appropriately, including reservation of rights/coverage position strategy, and coordination across primary/excess and other responsive coverages. Excellent judgment and decision‑making skills, able to assess and manage large‑scale severity, reputational considerations and uncertainty. Expert knowledge of claims principles, practices and procedures including investigation, negotiation and resolution. Ability to solve complex issues with a sense of urgency, utilizing all available resources to make informed decisions. Demonstrated ability to lead, coach, develop and retain highly skilled claim professionals in a complex and evolving claim environment. Effective collaboration and communication skills, able to interact with all levels of the organization’s internal and external business partners. Ability to present succinctly to senior management and extract insights from metrics for informed business decisions. Creative problem‑solving, able to manage through ambiguous and challenging business problems, lead through change and take appropriate levels of risk. Adaptability and resilience, able to lead through change. Knowledge of Microsoft Office Suite and other business‑related software. Education & Experience Bachelor’s degree. JD, Master’s degree, or equivalent experience preferred. Typically a minimum of ten years of related work experience, with three years of management experience preferred. Applicable certifications or professional designations preferred. Compensation The National base pay range for the Complex Claims Director role is $147,000 to $241,500. Salary determinations also consider experience, skills, certifications and location. In certain jurisdictions, CNA is legally required to disclose 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 $97,000 to $189,000 annually. Benefits CNA offers a comprehensive and competitive benefits package to help employees and their family members achieve physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com. CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact View email address on click.appcast.io. #J-18808-Ljbffr 01460 Continental Casualty Company