[Hiring] Director, Claims Program Management @Crum & Forster

Role Description

The Director, Occupational Risk Claims Program Management is accountable for the strategy, governance, and performance of a portfolio spanning Occupational Accident, Texas Non-Subscriber, Employer’s Liability, General Liability, Auto Liability, Physical Damage, and related specialty coverages. This leader manages a team of claims program professionals and establishes a consistent operating model for Third-Party Administrators, Managing General Agents and Underwriters, independent adjusters, and other service partners. The Director will translate enterprise objectives into measurable program outcomes, oversee complex and high-severity claims, strengthen reserving and litigation discipline, and modernize claims through data, automation, and process redesign. Working in a matrixed environment, this role partners closely with Underwriting, Actuarial, Legal, Compliance, Finance, Reinsurance, Distribution, and Technology to protect policyholders, control loss and expense performance, meet regulatory obligations, and support profitable growth.

What you will do for C&F:

• Claims strategy and leadership:
  • Set and execute the Occupational Risk claims program strategy, operating model, service standards, and annual priorities in alignment with underwriting appetite, actuarial assumptions, reinsurance requirements, and enterprise objectives.
• Talent and culture:
  • Build, coach, and retain a high-performing team of program managers and specialists; set clear goals, develop technical and leadership capability, manage performance and succession, and foster accountability, inclusion, curiosity, and continuous learning.
• Portfolio accountability:
  • Own financial, operational, customer, quality, compliance, and talent outcomes across assigned.
• Program governance:
  • Establish a scalable governance framework for TPAs, MGAs/MGUs, independent adjusters, and other partners, with clear authorities, claim referral assignments, timeliness and management protocols, service-level agreements, scorecards, issue escalation, and corrective-action plans.
• Partner due diligence and onboarding:
  • Lead operational assessments, implementation readiness, data mapping, staffing validation, control testing, catastrophe preparedness, and go-live governance for new and renewed programs.
• Claim oversight:
  • Conduct annual/bi-annual audits of TPAs, MGAs/MGUs, provide direction on complex, high-severity, coverage-sensitive, and litigated claims; ensure timely escalation and accurate reporting to senior management and reinsurers.
• Litigation and vendor management:
  • Partner with Legal to manage counsel guidelines, litigation strategy, legal spending, panel performance, alternative dispute resolution, and vendor outcomes.
• Regulatory, Compliance and controls:
  • Maintain adherence to applicable state unfair claims practices requirements, Texas Non-Subscriber and benefit-plan obligations, licensing standards, privacy expectations, market conduct, record-retention and internal policies; promptly address complaints and regulatory inquiries.
• Quality assurance:
  • Maintain a risk-based audit program that evaluates coverage, investigation, reserving, payments, communications, litigation handling, subrogation, salvage, and compliance; verify sustainable remediation.
• Analytics and executive reporting:
  • Develop meaningful dashboards and portfolio reviews using leading and lagging indicators; synthesize trends, emerging exposures, root causes, and recommended actions for claims, underwriting, actuarial, and executive stakeholders.
• Fraud, recovery, and expense discipline:
  • Strengthen special-investigation referrals, subrogation, salvage, deductible, and aggregate tracking to improve total claim outcomes.
• Customer and broker experience:
  • Promote timely, clear, empathetic, and brand-consistent communication while resolving service failures and balancing customer outcomes with coverage, legal, and financial obligations.

Qualifications

• Connects claims priorities to enterprise strategy and converts ambiguity into clear decisions, roadmaps, measures, and accountable execution.
• Enterprise-level leadership presence with the ability to translate claims complexity into clear decisions and action.
• Deep technical judgment across occupational injury, benefit, liability, coverage, litigation, reserving, and recovery considerations.
• Demonstrated success managing high-dollar referral claim inventory, delegated claims operations, influencing partners, and improving performance without relying solely on direct authority.
• Strong commercial orientation and the ability to connect claims outcomes with underwriting strategy, customer value, portfolio profitability, and growth.
• Fluency with claims data, operational metrics, financial drivers, and executive-level storytelling.
• A disciplined approach to governance, controls, issue management, and regulatory readiness.
• Change leadership skills, including the ability to simplify processes, adopt technology responsibly, and lead teams through transformation.
• Exceptional communication, negotiation, relationship management, and talent-development capabilities.

Requirements

• Bachelor’s degree in insurance, risk management, business, finance, law, or a related field.
• 10+ years of progressively responsible commercial or specialty claims experience, including meaningful leadership accountability.
• 5+ years of people leadership, program management, or delegated claims oversight experience within an insurance carrier, TPA, MGA/MGU, or comparable organization.
• Substantial experience in Occupational Accident and Texas Non-Subscriber business; familiarity with Employer’s Liability, General Liability, Auto Liability, Physical Damage, or related occupational risk products strongly preferred.
• Demonstrated capability in complex claims, litigation management, reserving, audits, regulatory response, partner remediation, and executive reporting.
• Experience using claims platforms, business intelligence tools, and structured performance measures to drive operational decisions.
• Relevant adjuster licenses, certifications, or continuing education required by jurisdiction or assignment.
• Ability to travel for partner due diligence, governance reviews, partner onboarding, business meetings and employee activities.
• Advance knowledge in Microsoft Office tools – Outlook, Excel, Word and PowerPoint.
• Ability to work in a fast-paced environment and adaptable.

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, focused on your whole family’s wellness, including physical, mental, and financial wellbeing
• Opportunities for career development, including tuition reimbursement, industry-related certifications, and professional training
• A dynamic, ambitious, fun, and exciting work environment
• Encouragement of social and community responsibility through matching donation programs, volunteer opportunities, and an employee-driven corporate giving program