Director, Claims Operations & Growth

01460 Continental Casualty Company; Town of Florida (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

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

Education

Bachelor’s Degree or equivalent

10+ years experience with 5+ years in management

Job description

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.