Svcs/Operations Director

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. 

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. The role will have responsibility for EBM, Centralized Quality and Training, and National Accounts Property (NAP).

JOB DESCRIPTION:

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

1) 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.

2) 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.

3) Champions process improvements that cut across organizational lines. Plans and delivers improvement projects managing scope, timeline, resources and business outcomes.

4) 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.

5) Develops financial plans and budgets and establishes strategic and performance goals. Actively manages staffing levels, headcount and productivity to optimize service delivery.

6) 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.  Connects competitor performance, operational performance, market information, and technology needs to inform Operations strategic direction.

7) 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.

8) Supports the execution, rollout, and adoption of new initiatives, process improvements, etc. through education, communication, and creating a strong feedback loop with stakeholders.

9) Works closely with Underwriting leaders, Operations peers, and project teams to understand scope, timeline, and deliverables of initiatives to ensure successful execution.

May perform additional duties as assigned.

Reporting Relationship

Typically AVP or above
 

Skills, Knowledge & 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 & 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 mana