VP, Head of Claims | CT & NY

Key Responsibilities

Department Leadership and Strategy

• Establish and lead a unified claims advocacy department serving property and casualty clients across the CT and NY region, consolidating claims support currently spread across locations into a single, consistent function.
• Define the department's service model, staffing structure, and operating standards in line with the region's department-led approach.
• Set and enforce claims workflow, documentation, and service standards within Applied Epic and AMS360.
• Hire, onboard, coach, and develop claims advocates and support staff across both states, building the department's talent and bench.

Client Claims Advocacy

• Serve as the senior escalation point for complex, high-severity, and sensitive claims, personally managing the most significant matters.
• Advocate on behalf of insureds with carrier claims teams to drive fair, accurate, and timely resolution.
• Partner with producers and account teams to make claims advocacy a visible part of the client experience and a differentiator at renewal and in new business.

Carrier and Stakeholder Management

• Own the region's carrier claims relationships, including adjuster and claims-management contacts, scheduled claims reviews, and escalation channels.
• Represent Cross in carrier claims discussions, leveraging carrier-side claims expertise to strengthen outcomes for clients.
• Coordinate with Commercial Lines, Personal Lines, and Benefits leadership on cross-functional claims matters and shared accounts.

Reporting and Continuous Improvement

• Build and maintain claims reporting, loss analysis, and trend tracking to support account reviews, renewal strategy, and client retention.
• Deliver claims data and insight that informs producer conversations and client stewardship reports.
• Identify recurring issues and drive process improvements that reduce cycle time and improve client satisfaction.