Position Summary
We are seeking to hire an AVP for Commercial Claims to join our London office.
This is a pivotal leadership role within CNA Hardy, offering strategic oversight of the Commercial Claims function across the UK and Continental Europe. The AVP will lead a geographically diverse team of claims professionals, drive operational excellence, and shape the future of CNA’s claims capability in the region. With accountability for the commercial claims team and the commercial claims portfolio, innovation, and stakeholder engagement, this role is central to delivering superior claims outcomes and supporting CNA’s broader business strategy.
The successful candidate will join both the European Claims Leadership Team and the Global Extended Claims Leadership Team, contributing to cross-regional collaboration, best practice sharing, and continuous improvement across CNA’s global claims operations.
Key Responsibilities
Strategic & Operational Leadership
- Lead a team of 23 managers and claims handlers in the Commercial Claims teams across five countries (comprising the UK, France, Belgium, Denmark, Italy).
- Align claims strategy with CNA’s broader business priorities, ensuring delivery of high-quality, timely, and cost-effective claims outcomes.
- Drive transformation initiatives, including automation, analytics, and technology integration.
- Champion a culture of customer service excellence, adaptability, value add and innovation across the claims function.
Stakeholder Engagement
- Collaborate with key internal stakeholders including Underwriting, Risk Control, Actuarial, Legal, and Reinsurance.
- Represent CNA Hardy in industry forums and maintain awareness of regulatory and market developments.
- Engage with brokers, clients, and vendors to strengthen strategic partnerships and enhance customer experience.
- Maintain strong visibility and influence within CNA Hardy and Global Claims leadership.
Performance & Talent Management
- Accountability for team performance, including KPIs, benchmarking, and continuous improvement.
- Lead talent development and succession planning to ensure a robust pipeline of future leaders.
- Monitor human capital metrics to drive efficiency and productivity.
Portfolio Oversight
- Oversee a dynamic claims portfolio of approximately 14,000 open claims and 11,000 new claims annually, with around 70% led by CNA Hardy, across diverse lines of business.
- Ensure compliance with local regulations and uphold high standards of governance and best practice.
Claims Structure & Lines of Business
- Property & Energy: Property D&F, Binders, Package, Power Gen, Energy, Mining.
- Casualty: Casualty D&F, Package, Life Science, Tech/Mid Market.
- Marine: Cargo, Liability, Logistics, Fine Art & Specie
- Oversight of Express Team: Low-complexity, low value claims (<$25K–$50K) handled by a dedicated Manchester team.
- Commercial Europe: Oversight of 6 handlers led by the Commercial Claims Director for Continental Europe.
Underwriting Portfolio
- Commercial GWP of approximately $630M, spanning the three platforms of Lloyd’s, UK Company and Continental Europe.
- Strong track record of profitability.
Skills, Knowledge & Abilities
- Prior experience in a claims leadership role within general insurance
- Experience of leading teams across multiple locations
- Mastery of insurance claims principles and broad understanding of related disciplines.
- Proven ability to lead high-performing, geographically dispersed teams. Strong leadership qualities.
- Strong collaboration and stakeholder engagement skills across matrix environments.
- Strategic thinker with a results-driven mindset and advanced communication capabilities.
- Deep knowledge of market trends, regulatory frameworks, and claims innovation.
The Company
CNA Hardy is a leading specialist commercial insurance provider for clients within the Lloyd’s and company markets. We offer a highly specialised and comprehensive portfolio of innovative and market leading products. Coverage is available to businesses of all sizes for domestic, international and global exposures.
