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Services / Operations Director
CNA Financial Corporation
Chicago, IL, United States
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Description
Job Summary
Leads and directs operations activities for large loss sensitive support teams within the Operational Services department of WWO. Oversees functions supporting large deductibles and retrospective premium calculations, including billing, policy processing, collections, legal collections, and collateral management. Ensures effective delivery of services 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.
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
1.Leads and directs the operational functions supporting large and complex casualty programs, including the billing and collection of deductibles and retrospective premiums, legal collections and collateral management.
2.Provides leadership and full management accountability for the performance and development of staff in accordance with Operational Services’ strategic direction.
3.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.
4.Champions process improvements within Large Loss Sensitive casualty operations and across organizations such as Actuarial, Underwriting, Finance, and Treasury. Plans and delivers improvement projects managing scope, timeline, resources and business outcomes.
5.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.
6.Develops financial plans and budgets and establishes strategic and performance goals. Actively manages staffing levels, headcount and productivity to optimize service delivery.
7.Responsible for staying up to date on trends and developments within functional area of expertise as well as the operations and insurance industry. Anticipates industry changes and offers innovative solutions.
8.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.
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 management experience.
3. Experience with loss sensitive commercial insurance programs.
4. Experience with Lean Six Sigma a plus