Director(Claims Operations)

01460 Continental Casualty Company; Town of Florida (NY); In loco; USD 120.000 - 180.000; Tempo pieno

Descrizione del lavoro

CNA seeks a senior operations leader to direct customer service and drive strategic initiatives across the business unit. You will collaborate with executives to ensure service excellence, monitor performance, and lead process improvements for growth and profitability.

The role requires extensive insurance industry knowledge, 10+ years of experience with 5+ in management, and strong leadership and analytical skills.

Competenze

• Extensive knowledge of the insurance industry and CNA products, policies, and procedures.
• Proven ability to lead and motivate teams to achieve goals.
• Strong strategic orientation and business planning aligned with strategy.
• Excellent analytical and problem-solving skills.
• Clear communication and presentation abilities, verbal and written.
• Ability to travel to field locations as needed.
• Ability to drive strategy and implement innovative solutions.
• Implement systems and processes to improve customer experience and growth.
• Uses metrics and data analysis to guide decisions.
• Values collaboration and builds strong internal/external relationships.
• Creative thinker who uses diverse ideas to solve problems.
• Committed to continuous learning and industry/tech skills growth.
• Proven capability to develop and mentor staff.
• Keeps abreast of industry trends and developments.

Mansioni

• Leads and directs operations activities and customer service for the unit.
• Collaborates with leadership to meet strategic and operational goals.
• Manages staff development and accountability in line with corporate direction.
• Develops tools and reports for data collection and planning.
• Coaches others in metrics-based decision making and budgeting.
• Oversees staffing levels, headcount, and productivity to optimize service.

Conoscenze

Insurance industry knowledge

Leadership & motivation

Strategic planning

Analytical thinking

Communication skills

Travel ability

Strategic execution

Process improvement

Metrics-driven decisions

Collaboration & relationships

Creative problem solving

Continuous learning

Team development

Industry trend awareness

Formazione

Bachelor’s Degree or equivalent

10+ years experience with 5+ years in management

Descrizione del lavoro

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.

JOB DESCRIPTION

Essential Duties & Responsibilities

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. 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

• 1. 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.
• 2. 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.
• 3. Strong strategic orientation and business planning skills with the ability to develop clear business plans aligned with business strategy.
• 4. Excellent analytical and problem solving skills.
• 5. Strong communication and presentation skills both verbal and written.
• 6. Ability to travel to field locations as necessary.
• 7. Ability to drive strategy and implement innovative solution to outperform the competition and drive top and bottom line growth.
• 8. Ability to implement systems, processes and procedures that improve the customer experience and result in profitable growth.
• 9. Uses Metrics and information analysis and accesses technology resources as needed.
• 10. Value driven to provide superior solutions to internal and/or external customers.
• 11. Acts with a sense of urgency to advance priorities of the organization.
• 12. Helps other to excel through collaboration and building strong relationships.
• 13. Thinks creatively and uses diverse ideas to solve problems.
• 14. Raises expectations of self and others by continuously learning and broadening industry and technical skills.

Education and Experience

• 1. Bachelor’s Degree or equivalent work experience.
• 2. 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]

At CNA, we are focused on success, individually and collectively. We pride ourselves on promoting a culture that challenges and engages people. We strive to connect people, departments and business areas, to function as a team, and to serve our customers and communities with professionalism and respect. Our dedication to employee engagement, continuous learning and the open exchange of ideas is the cornerstone of our business. These ideals, combined with our focus on the customer, enable us to explore new market opportunities and build on our success. Our values, culture and financial strength are what differentiates us from other employers and make CNA the place you want to work. At CNA, we are committed to advancing a culture of inclusion – one that attracts talent from all walks of life, fosters respect and collaboration, and enables all of our colleagues to do their best work.

At CNA, we have a long standing commitment to the diverse communities in which we live and work. We actively make a difference for the greater good through partnerships, sustainability, initiatives, and working together for a better tomorrow.

Corporate Social Responsibility is not one person, or one department, it's the entire enterprise coming together to make the world a better place.