CAT Director

Under the direction of the VP-CAT Operations, directs the overall catastrophe claims process for an assigned group or location; ensures maximum profits by managing service delivery and controlling expenses; provides training and technical expertise to CAT adjusters and ensures the overall optimization of the claims program. This leader will have a mastery level of experience in the technical aspects of the residential claims' loss experience. The position will require strong to mastery level leadership competencies that will develop and deliver a result-driven operation. Director will manage teams >120 people across multiple locations. This position will be required to foster relationships and provide key leadership communication with a wide variety of stakeholders at varying levels and roles, including but not limited to, Senior and Executive levels, and insurance carrier product and program management. Assists with Budgets & Planning; Operational Efficiency; Client Satisfaction; Product Enhancement. Travel is required for this position, including for period of onboarding and training. This is an in-office position with potential move to hybrid.

• Develop and Deploy claim strategies that will ensure the financial, quality and service KPI's (key performance indicators) for claims the teams manage.
• Develop, deploy and work with stakeholders to create key monitors and controls, trending analysis, reporting, and program management that ensures all actions and activities are performing in a manner that optimizes program performance.
• Provide leadership to the team and ensure the accurate and timely adjudication of claims. Ensure that the claim and loss adjudication process is compliant and meets all regulatory, state and policy conditions.
• Provide guidance and mentorship to direct reports, demonstrating your proven ability to manage and develop a high-performing team.
• Maintains appropriate catastrophe adjuster roster staffing levels through directing the recruiting, interviewing, and hiring process.
• Identify resource gaps and work with Resource Team to recruit and onboard new team members for daily work and in catastrophe situations.
• Allocate resources effectively to ensure optimal utilization and balance workload across the team.
• Ensures that deployed personnel are in compliance with local, state and federal licensing requirements.
• Ensures that deployed adjusters meet client standards and certification requirements.
• Manages and controls expenses to improve profit margins and directs efforts to minimize aged accounts receivable.
• Provides technical expertise to CAT adjusters.
• Audits claims for quality assurance; follows up to ensure that problems have been rectified.
• Manage personnel matters involving direct reports, including separations, time off, performance evaluations, and rewards recommendations.
• Upholds the Crawford Code of Business Conduct at all times.
• Participates in special projects as requested.

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Previous in-depth property claims handling experience, delivering the services, and/or supervising the delivery of services offered.
• Previous experience managing large teams and/or departments required.
• Strong to mastery level of knowledge of insurance coverages, insurance terminology and practices and the claims handling process.
• Decisions require balancing of various issues. Frequent interaction with internal and external customers.
• Good verbal and written communication ability.
• Good computer skills and expertise in use of property claims handling software.
• Requires travel and overnight stays which may be for extended periods of time during a catastrophe event.