Claims Director - Commercial Auto

Are you looking to make an impactful difference in your work, yourself, and your community? Why settle for just a job when you can land a career? At ICW Group, we are hiring team members who are ready to use their skills, curiosity, and drive to be part of our  journey as we strive to transform the insurance  carrier space. We're proud to be in business for over 50 years, and its change agents like yourself that will help us continue to deliver our mission to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for ten consecutive years as a Top 50 performing P&C organization offering the stability of a large, profitable and growing company combined with a focus on all things people. It's our team members who make us an employer of choice and the vibrant company we are today. We strive to make both our  internal and external communities better everyday! Learn more about why you want to be here!

PURPOSE OF THE JOB

The Director, Commercial Line Claims provides strategic leadership and operational oversight for a high‑performing claims organization. This role is accountable for driving enterprise‑level initiatives that strengthen regulatory compliance, elevate operational efficiency, and deliver superior claim outcomes. By leveraging data‑driven insights, the Director optimizes processes, mitigates risk, and enhances the customer experience across the claim’s lifecycle.

As a member of the Claims Leadership Team, the Director plays a pivotal role in shaping claims strategy, fostering cross‑functional alignment, and ensuring ICW Group’s reputation as a trusted, high‑performing carrier. This position reports to the Chief Claims Officer or a designated Head of Claims for the applicable line of business.

Essential Duties and Responsibilities

Strategic Leadership, Data‑Driven Decision Making, and Operational Excellence

• Develops and executes enterprise‑aligned strategies that integrate audit, compliance, technical claims management, and support functions to achieve best‑in‑class claims performance.

• Leads initiatives that improve claim outcomes through process optimization, risk mitigation, and continuous improvement.

• Establishes and governs performance metrics and KPIs to measure operational efficiency, compliance effectiveness, and service quality.

• Utilizes advanced analytics and reporting tools to identify trends, diagnose gaps, and uncover opportunities for operational enhancement.

• Translates complex data insights into actionable strategies that elevate claims operations and drive measurable results.

• Streamlines workflows, eliminates redundancies, and champions automation and technology solutions to enhance productivity and reduce cycle times.

• Oversees resource allocation, ensuring optimal staffing, workload balance, and team performance.

• Ensures operational procedures support an exceptional customer experience while upholding accuracy, compliance, and regulatory standards.

• Provides executive‑level oversight and resolution of escalated claim issues.

• Identifies, assesses, and mitigates operational, compliance, and reputational risks associated with claims handling.

• Maintains strong internal controls and ensures timely remediation of audit findings.

Enterprise Collaboration and Strategic Influence

• Builds strong cross‑functional partnerships with Underwriting, Risk Management, Actuarial, IT, Finance, and other internal stakeholders to align strategies and advance enterprise objectives.

• Serves as an active and influential member of the Claims Leadership Team, contributing to policies, procedures, audits, reporting, and strategic initiatives.

• Partners with executive leadership to anticipate emerging claim issues and trends, providing strategic recommendations and solutions.

• Analyzes operational and system‑related challenges, presenting findings and recommendations to senior leadership.

• Reviews and interprets performance data to identify adverse trends, manage budget performance, and inform strategic decision‑making.

• Prepares and delivers regular reports on operating metrics, performance outcomes, and strategic initiatives to the Chief Claims Officer.

Leadership, Talent Development, and Organizational Capability

• Provides visionary leadership, coaching, and development to build a high‑performing, engaged claims team.

• Communicates organizational mission, values, and strategic priorities to ensure alignment and shared purpose.

• Establishes a culture of accountability, continuous learning, and operational excellence.

• Defines hiring standards, onboarding processes, and training requirements to ensure team readiness and capability.

• Oversees performance management, including goal setting, development planning, and coaching for direct reports.

• Ensures adherence to data quality standards, IT security protocols, and key risk and profitability metrics.

• Manages team budgets, technology needs, workload distribution, and customer inquiries across branches.

• Ensures compliance with all company policies, procedures, and regulatory requirements.

MANAGEMENT RESPONSIBILITIES

Directly supervises Claims Operations, Team Members, and People Leaders. Fulfills management responsibilities in accordance with the organization’s policies and applicable laws.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; coaching, mentoring, and developing team members to further their skills and knowledge; creating and monitoring development plans; setting performance expectations and goals; forecasting staffing needs and planning for peak times frames and absences; enforcing department policies and procedures.

QUALIFICATIONS & SKILLS  

• Bachelor’s degree (or equivalent experience and education required); advanced degree preferred 

• Requires 12–15+ years’ insurance claims leadership experience, including 5+ years managing leaders

• Must have substantial progressive experience in commercial lines coverage relevant to the role, including one (or more) of the following areas: Property, Commercial Auto, Inland Marine, General Liability, or Workers’ Compensation.    

• Proven expertise in leading, coaching and mentoring technical claims managers and professionals  

• Experience with diverse jurisdictions is highly desirable

CERTIFICATES, LICENSES, REGISTRATIONS

• Adjuster Certification may be required depending upon role and jurisdiction (must be obtained within 6 months of hire if needed).    

• Other designations a plus based on role specifics such as CPCU, WCCA, AINS, etc.   

KNOWLEDGE AND SKILLS

• Expert knowledge in California claims compliance requirements, and best operational practices; working  knowledge for other jurisdictions 

• Strong analytical skills with experience in data-driven decision-making

• Proven expertise in leading, coaching and mentoring technical claims managers and professionals  

• Proven ability to manage complex projects

• Excellent communication and stakeholder management skills

• Industry vendor knowledge

• Familiarity with automation tools and process improvement practices

• Advanced proficiency in data analytics and reporting tools

• Ability to drive accountability, results and desired performance outcomes   

PHYSICAL REQUIREMENTS

Office environment – no specific or unusual physical or environmental demands and employees are regularly required to sit, walk, stand, talk, and hear.  The employee may need to sit in front of a computer for a period. While performing the duties of this job, the employee may occasionally need to reach, stoop, kneel, crouch, or crawl. The employee may need to lift and/or move up to twenty-five pounds.

WORK ENVIRONMENT 

This position operates in an office environment and requires the frequent use of a computer, telephone, copier, and other standard office equipment.

We are currently not offering employment sponsorship for this opportunity

#LI-ET1 #LI-Hybrid

The current range for this position is

This range is exclusive of fringe benefits and potential bonuses.  If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate, including experience, education and the location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP? 

• Challenging work and the ability to make a difference 

• You will have a voice and feel a sense of belonging 

• We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match 

• Bonus potential for all positions 

• Paid Time Off

• Paid holidays throughout the calendar year 

• Want to continue learning? We’ll support you 100% 

ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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