Claims Operations Director/Manager

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.

Join us in a key leadership role shaping the future of Claims Operations. This leader will drive strategic direction, strengthen operational performance, and deliver service excellence while building the capabilities, alignment, and accountability needed to achieve business and customer outcomes.

Working across leaders and teams, this role offers the opportunity to influence priorities, lead meaningful change, and make a visible impact on organizational success.

This opportunity may be filled at either the Director or Manager level, depending on the selected candidate’s experience, leadership profile, and demonstrated ability to lead at scope. We welcome talent with vision, a proven track record, and drive to advance our operational strategy in a fast-paced, dynamic environment, while delivering lasting results.

JOB DESCRIPTION

Essential Duties & Responsibilities

• 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 and peers. 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, impacts and business outcomes.
• Develops new and leverages existing 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 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.
• Claims financial operation experience preferred

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $97,000 to $189,000 annually.

Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.

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 leaveadministration@cna.com