Director(Claims Operations)

CNA Insurance; Florida; On-site; USD 140,000 - 200,000; Full time

Job summary

CNA Insurance seeks a senior operations leader to drive service delivery for internal and external customers in Florida. The role emphasizes strategic planning, process improvements, and performance management, reporting to senior leadership.

The ideal candidate will have extensive insurance operations experience, strong analytics, and a track record of leading cross‑functional teams while aligning with corporate goals and growth.

Qualifications

• Bachelor's degree or equivalent work experience.
• Typically 10 years in a function or field, including 5+ years in management.

Responsibilities

• Leads and directs the work activities and has full management accountability for subordinate staff in line with corporate strategy.
• Establishes and maintains strong collaborative relationships with internal and external customers, resolving issues with urgency and accountability.
• Champions cross‑functional process improvements and manages scope, timeline, resources, and outcomes.
• Develops tools and reports to support data collection, analysis and strategic planning.
• Develops financial plans and budgets and optimizes staffing and productivity to improve service delivery.
• Keeps up to date on industry trends and innovates solutions to stay ahead.
• Sets stretch goals and ensures plan implementation aligns with goals, policies and growth targets.

Skills

Leadership

Strategic planning

Communication

Analytics

Team management

Financial acumen

Education

Bachelor's Degree or equivalent

Job description

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.

CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them - and their family members - achieve their physical, financial, emotional and social wellbeing goals.

For a detailed look at CNA's benefits, check out our Candidate Guide.

Leads and directs operations activities and/or customer service for the business unit ensuring effective delivery of service to all levels of internal and external customers. Collaborates with leadership and directs teams to assure strategic, operational and developmental goals of the functional area are met.

JOB DESCRIPTION:

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

• Leads and directs the work activities and has full management accountability for the performance and development of subordinate staff in accordance with corporate strategic direction.
• Establishes and maintains strong collaborative relationships with internal and external customers. Assists subordinate supervisors in resolving high visibility problem cases or issues, acting with a sense of urgency and taking accountability for resolution.
• Champions process improvements that cut across organizational lines. Plans and delivers improvement projects managing scope, timeline, resources and business outcomes.
• Develops new tools and reports to aid in data collection, analysis and strategic planning to achieve superior results. Coaches others in the use of metrics-based decision making.
• Develops financial plans and budgets and establishes strategic and performance goals. Actively manages staffing levels, headcount and productivity to optimize service delivery.
• Responsible for staying up to date on trends and developments within functional area of expertise as well as the insurance industry. Anticipates industry changes and offers innovative solutions.
• Sets appropriate stretch goals that drive industry leading service. Ensures strategic plan implementation is consistent with department/corporate goals, policies, quality assurance and growth objectives. Ensures customer satisfaction, quality and financial results are met.

Reporting Relationship

Typically AVP or above

Skills, Knowledge And Abilities

• Strong knowledge of the insurance industry and in depth knowledge of the organization's products, policies and procedures, stays informed on relevant insurance industry trends.
• Proven ability to effectively lead and motivate others in accomplishing established goals, builds a competitive organization by attracting, managing, developing and retaining the talent needed to win.
• Strong strategic orientation and business planning skills with the ability to develop clear business plans aligned with business strategy.
• Excellent analytical and problem solving skills.
• Strong communication and presentation skills both verbal and written.
• Ability to travel to field locations as necessary.
• Ability to drive strategy and implement innovative solution to outperform the competition and drive top and bottom line growth.
• Ability to implement systems, processes and procedures that improve the customer experience and result in profitable growth.
• Uses Metrics and information analysis and accesses technology resources as needed.
• Value driven to provide superior solutions to internal and/or external customers.
• Acts with a sense of urgency to advance priorities of the organization.
• Helps other to excel through collaboration and building strong relationships.
• Thinks creatively and uses diverse ideas to solve problems.
• Raises expectations of self and others by continuously learning and broadening industry and technical skills.

Education and Experience

• Bachelor's Degree or equivalent work experience.
• Typically a minimum of 10 years experience in a specific function or field of expertise, including 5 plus years management experience.

CNA utilizes AI-enabled technology during the recruiting process. For more information, please visit our careers page.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact [e-mail]