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 pri