Services / Operations Manager

You have a clear vision of where your career can go. And we have the leadership to help you get there. At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
CNA seeks to offer a comprehensive and competitive benefits package to our employees that helps them - and their family members - achieve their physical, financial, emotional and social wellbeing goals.
For a detailed look at CNA's benefits, check out our Candidate Guide.
Manages a team completing operations and/or customer service tasks.
JOB DESCRIPTION:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
Assigns, distributes and coordinates work of the team with other teams ensuring consistent, efficient and timely delivery of service to drive superior results. Validates staffing levels and anticipates workforce demands. Ensures compliance with company and industry regulations, policies and guidelines.
Develops and uses work management tools to allocate resources, facilitate efficient processes and to conduct performance/quality reviews of staff and service delivery.
Develops and maintains relationships and resolves operational and procedural difficulties/issues with management, work teams and customers as necessary.
Generates ideas for improvement across teams and implements approved changes. Takes calculated risks and is experimental to increase responsiveness, resolve issues and continuously raise the quality of work.
Manages the work activities and has responsibility for the performance and development of subordinate staff in accordance with corporate strategic direction. Sets appropriate stretch goals aligned with CNA?s strategy and commitment to our customers.
Prepares and distributes management reports (i.e. production/quality). Uses information analysis tools, technology and key metrics to make decisions. Represents the team in meetings with management and provides input for management decision making.
Manages and monitors overtime spending. Gathers data and provides input into annual budget forecast.
Reporting Relationship
Typically Manager or above
Skills, Knowledge and Abilities
1. Strong client and team interpersonal and leadership skills with the ability to motivate others.
2. Industry and company knowledge as well as strong knowledge of the essential functions performed by the team.
3. Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, costs and quality of service.
4. Familiarity with the concepts and practices of staff management.
5. Excellent verbal and written communication skills, with the ability to convey technical issues in a clear, concise and effective manner.
6. Excellent organizational and analytical skills including ability to prioritize and coordinate multiple projects.
7. Strong computer skills including Microsoft Office suite and other business related software systems.
8. Strong customer focus with a mindset towards continuous improvement.
9. Focuses on objectives to set direction and drive superior results.
10. Uses Metrics and information analysis and accesses technology resources as needed.
11. Builds a competitive organization by attracting, managing, developing and retaining the talent needed to win.
12. Value driven to provide superior solutions to internal and/or external customers.
13. Acts with a sense of urgency to advance priorities of the organization.
14. Helps other to excel through collaboration and building strong relationships.
15. Thinks creatively and uses diverse ideas to solve problems.
Education and Experience
1. Bachelor's Degree or equivalent work experience and completion of applicable insurance courses.
2. Typically a minimum of four years experience in a specific function or field of expertise along with management experience.
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CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com.