Claim Operations Manager - National Account Unit

This job is no longer active. View similar jobs.

POST DATE 9/20/2017
END DATE 12/6/2017

CNA Wyomissing, PA

Wyomissing, PA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree



Manages and coordinates claim operations and customer service activities for the functional area ensuring effective delivery of service to all levels of internal and external customers.



Manages the work activities and has full management accountability for the performance and development of team. Sets direction and establishes performance goals including stretch goals and communicates progress, promptly addressing issues that impact customer service.

Through collaboration, establishes and maintains strong working relationships with CNA Client Services Team and large National Account customers, to deliver customized claim reporting solutions, resolve high visibility problem cases and provide service which exceeds expectations while supporting growth and profitability. Acts with a sense of urgency and takes accountability for resolution of issues.

Generates ideas for process and technology improvements within and across business and implements change inclusive of high level cost benefit analysis, focuses on increased responsiveness, resolving issues and continuously raising the quality of work.

Makes decisions utilizing data management tools and key metrics to ensure business alignment and service objectives are met.

Participates in the development of, annual plans including budgets, forecasts, workforce and business continuity plans. Manages and monitors performance against plan.

Responsible for staying up to date on trends and developments within functional area of expertise as well as the insurance industry.

May perform additional duties as assigned




Knowledge of the Property & Casualty insurance industry and corresponding lines of business

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

Ability to develop clear business plans aligned with business strategy

Ability to drive strategy and implement innovative solutions to outperform the competition and drive top and bottom line growth

Excellent analytical and problem solving skills, uses metrics and information analysis, accesses technology resources as needed

Acts with a sense of urgency to advance priorities of the organization

Strong project management, organizing /planning skills

Strong communication and presentation skills, both verbal and written

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

Thinks creatively and uses diverse ideas to solve problems

Value driven to provide superior solutions to internal and/or external customers

Helps other to excel through collaboration and building strong relationships

Raises expectations of self and others by continuously learning and broadening industry and technical skills

Limited travel as necessary, anticipated 10% or less



Bachelor's Degree or equivalent work experience.

Typically a minimum of 8 years experience in a Property & Casualty environment, claim/claim operations preferred, including minimum 5 years management experience

Six Sigma certification/experience a plus

Job: Administration
Primary Location: United States-Pennsylvania-Wyomissing
Other Locations: United States-Pennsylvania-Wyomissing
Organization: Claim - Comm Field
Job Posting: Sep 19, 2017
Unposting Date: Ongoing.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.