Claim Operations Manager - National Account Unit 9/20/2017

CNA Wyomissing, PA

Company
CNA
Job Classification
Full Time
Company Ref #
ADM00022A
Location
Wyomissing, PA
Experience
Mid-Career (2 - 15 years)
Job Type
Regular
Education
Bachelors Degree
AJE Ref #
579567350

JOB DESCRIPTION

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JOB SUMMARY

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.



ESSENTIAL DUTIES & RESPONSIBILITIES

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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.
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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.
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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.
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Makes decisions utilizing data management tools and key metrics to ensure business alignment and service objectives are met.
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Participates in the development of, annual plans including budgets, forecasts, workforce and business continuity plans. Manages and monitors performance against plan.
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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



REPORTING RELATIONSHIP - Director or above



SKILLS, KNOWLEDGE & ABILITIES

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Knowledge of the Property & Casualty insurance industry and corresponding lines of business
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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
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Ability to develop clear business plans aligned with business strategy
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Ability to drive strategy and implement innovative solutions to outperform the competition and drive top and bottom line growth
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Excellent analytical and problem solving skills, uses metrics and information analysis, accesses technology resources as needed
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Acts with a sense of urgency to advance priorities of the organization
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Strong project management, organizing /planning skills
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Strong communication and presentation skills, both verbal and written
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Ability to implement systems, processes and procedures that improve the customer experience and result in profitable growth
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Thinks creatively and uses diverse ideas to solve problems
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Value driven to provide superior solutions to internal and/or external customers
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Helps other to excel through collaboration and building strong relationships
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Raises expectations of self and others by continuously learning and broadening industry and technical skills
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Limited travel as necessary, anticipated 10% or less

EDUCATION & EXPERIENCE

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Bachelor's Degree or equivalent work experience.
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Typically a minimum of 8 years experience in a Property & Casualty environment, claim/claim operations preferred, including minimum 5 years management experience
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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.