AVP, Operations Service Delivery

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.

JOB DESCRIPTION:

Essential Duties & Responsibilities

• Implements strategic objectives with substantial impact on the short and long-term success of the operations.

• Leads directs and has full management accountability for staff in area of responsibility with an emphasis on talent management and succession planning in accordance with corporate strategic direction.

• Participates in the development and implementation of operating plan including policies and procedures workflow and performance standards including stretch goals to deliver superior or industry leading service within processing operation.

• Champions and implements process improvements/reengineering initiatives both within and across the organization to improve service and reduce risks and expenses. Engages and influences leaders outside of WWO to improve end-to-end processes.

• Manages expenses within each assigned business area. Performs forecasting of staffing needs salary administration and overall spending controls and variances.

• Monitors quality and timeliness of policy services provided to customers. Revises policies and procedures to increase quality and productivity and ensure customer satisfaction.

• Implements state and federal regulatory requirements in processing operation. Designs measures for internal and external reviews to ensure compliance.

• Translates strategy into action in partnership with other leaders to drive top and bottom line growth. Uses multiple sources of data to support decisions and tracks metrics to monitor progress.

• Relationship Management: Establishes strong relationships with customers and business partners by demonstrating area expertise and enterprise business acumen.

• Ensures Business Continuity/Disaster Recovery Plans are current and effective.

• May manage vendor relationship regarding outsourced functions.

Reporting Relationship
Typically VP and above

Skills Knowledge and Abilities

• In-depth technical knowledge of theories and practices in insurance operations billing and collections agencies and accounting. Working knowledge of underwriting IT principles claims processing and metrics to measure operating functions.

• Ability to effectively interact and communicate with all levels of external and/or internal business partners within scope of responsibility team and/or matrix environment.

• Leadership and management skills demonstrating integrity and professionalism.

• Ability to drive results by identifying and resolving problems within scope of responsibility.

• Knowledge of the commercial insurance industry its products and services.

• Ability to implement systems processes and procedures that improve the customer experience and result in profitable growth.

• Knowledge of Microsoft Office Suite and other business-related software.

• Ability to articulate a vision for the future and ability to communicate how each team member has an impact on CNAs value proposition.

• Drives strategies and implements innovative solutions to outperform the competition and drive top and bottom line growth.

Education and Experience

• Bachelors degree with Masters preferred in Business Administration or a related discipline or equivalent.

• Typically a minimum of 10 years of related insurance work experience with five years management experience.

• Applicable certifications preferred.

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In certain jurisdictions CNA is legally required to include a reasonable estimate of the compensation for this District of Columbia California Colorado Connecticut Illinois Maryland Massachusetts New York and Washington the national base pay range for this job level is $152000 to $242000 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 CNAs benefits please visit.

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