Claims Operations Director/Manager

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. Stays up to date on trends and developments within the 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, staying informed on relevant insurance industry trends. Proven ability to effectively lead and motivate others in accomplishing established goals, building 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 solutions 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 others 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 of experience in a specific function or field of expertise, including 5 plus years of management experience. Claims financial operation experience preferred. CNA offers a comprehensive and competitive benefits package to employees and their family members, supporting physical, financial, emotional and social well‑being goals. This key leadership role shapes the future of Claims Operations, driving strategic direction, strengthening operational performance, and delivering service excellence while building the capabilities, alignment, and accountability needed to achieve business and customer outcomes. 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. CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact View email address on click.appcast.io. #J-18808-Ljbffr