Director of Claims Operations

Crum & Forster Company Overview

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 and is proud of our superior customer service platform. Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the 2025 Great Place to Work® Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

C&F is part of Fairfax Financial Holdings, a global, billion dollar organization.  For more information about Crum & Forster, please visit our website: www.cfins.com.

Job 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.

Our portfolio includes tailored coverage solutions for General Liability, Commercial Auto, Workers’ Compensation, Property, and Excess Liability, as well as Financial Lines products such as Management Liability, Professional Liability, Cyber, Crime, and Fidelity.

With more than 700 employees across the United States, Commercial Lines combines deep underwriting expertise, disciplined risk selection, and the strength of C&F’s national platform. We work closely with our customers and distribution partners to provide responsive service, thoughtful risk solutions, and the confidence to navigate complex business challenges.

The Director of Claims Operations leads the optimization and automation of claims processes, balancing technology-driven efficiency with operational excellence. This role ensures scalable growth and cost control by leveraging advanced tools and continuous improvement methodologies, while fostering a culture of innovation, inclusion, and high-quality service across the claims team.

What You Will Do for C&F:                                              

• Strategic Leadership & Optimization

• 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.

• Automation & Technology Advancement

• 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.

• Performance Management & Team Development

• 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.

• Resource Planning & Cost Management

• 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.

• Stakeholder Engagement & Communication

• 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.

What You Will Bring to C&F:

• 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.

What C&F will bring to you

• 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. Our programs are focused on your whole family’s wellness, including your physical, mental and financial wellbeing
• A core C&F tenet is owning your career development, so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry-related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee-driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

If you require special accommodations, please let us know. We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you require special accommodations, please let us know

 For California Residents Only:  Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/  for more information.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws.  Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $82,500.00 to a maximum of $155,100.00. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

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