[Hiring] Director, Claims Operations @Crum & Forster

Role Description

C&F’s Commercial Lines division delivers specialized insurance solutions for mid-sized and large businesses across a broad range of commercial exposures, management liabilities, and industry segments.

• Develop and execute a comprehensive claims enablement strategy focused on operational excellence, automation, and scalability.
• Identify, evaluate, and implement process improvements and technology solutions to optimize workflows and reduce manual effort.
• Champion the use of data analytics, AI, and automation tools to streamline claims intake, triage, assignment, and resolution.
• Collaborate with IT, business partners, and vendors to ensure seamless integration of new technologies and systems.
• Lead initiatives to automate routine claims processes, leveraging available platforms and emerging technologies.
• Oversee the deployment and adoption of digital tools, including claims management systems, reporting applications, and communication platforms.
• Monitor technology performance, troubleshoot issues, and drive continuous improvement in system utilization.
• Build and lead high-performing teams, providing coaching, mentorship, and professional development opportunities.
• Establish clear performance metrics and accountability standards aligned with business objectives.
• Drive a culture of innovation, agility, and customer-centricity within the claims enablement function.
• Anticipate resource needs and recommend optimal staffing and budget levels to support business growth without increasing costs.
• Develop scalable processes and automation strategies to handle increased claim volumes efficiently.
• Serve as a key liaison between claims, IT, underwriting, and other business units to ensure alignment on enablement initiatives.
• Represent Claims Enablement on corporate projects, ensuring adherence to quality, compliance, and operational standards.
• Communicate effectively with senior leadership, providing regular updates on optimization and automation progress.

Qualifications

• A Bachelor’s degree (or equivalent experience) and 10+ years of experience.
• Proven experience in claims operations, enablement, or process optimization within the insurance industry.
• Workers Compensation experience highly preferred.
• Demonstrated success in leading automation and technology-driven transformation initiatives.
• Strong analytical skills and proficiency in leveraging data to drive decision-making.
• Expertise in claims management systems, workflow automation tools, and reporting applications.
• Ability to innovate and implement best practices, with a focus on scalability and cost efficiency.
• Excellent organizational, prioritization, and time management skills.
• Effective communication and stakeholder management abilities.
• Commitment to fostering an inclusive, high-performance culture.

Benefits

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision, focusing on your whole family’s wellness
• Opportunities for career development, including tuition reimbursement and professional training
• A dynamic, ambitious, fun and exciting work environment
• Encouragement of social and community responsibility through matching donation programs and volunteer opportunities

Company Description

Crum & Forster (C&F), with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies.

• C&F enjoys a financial strength rating of "A+" (Superior) by AM Best.
• Recognized for superior customer service and claims and risk engineering services.
• More than 2000 employees in locations throughout the United States.
• Earned several workplace and wellness awards, including the 2025 Great Place to Work® Award.
• Part of Fairfax Financial Holdings, a global, billion-dollar organization.