AVP, Operations Service Delivery

CNA Insurance • Lake Mary, FL

3d • $152,000 - $242,000 • Hybrid

About The Position

Officer position responsible for direction and management of the operational activities for multiple locations and/or a major activity within a large multi-functional processing operation. Ensures the effective implementation of strategic objectives and policies within operations, in accordance with the company's strategic plans.

Requirements

• 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 CNA's value proposition.
• Drives strategies and implements innovative solutions to outperform the competition and drive top and bottom line growth.
• Bachelor's degree with Master's 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.

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.
• 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.

Benefits

• Comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager