Operations Manager, Specialty

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 .
CNA currently has an opportunity for an Operations Manager to join our Specialty team managing 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

• Strong client and team interpersonal and leadership skills with the ability to motivate others.
• Industry and company knowledge as well as strong knowledge of the essential functions performed by the team.
• Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, costs and quality of service.
• Familiarity with the concepts and practices of staff management.
• Excellent verbal and written communication skills, with the ability to convey technical issues in a clear, concise and effective manner.
• Excellent organizational and analytical skills including ability to prioritize and coordinate multiple projects.
• Strong computer skills including Microsoft Office suite and other business related software systems.
• Strong customer focus with a mindset towards continuous improvement.
• Focuses on objectives to set direction and drive superior results.
• Uses Metrics and information analysis and accesses technology resources as needed.
• Builds a competitive organization by attracting, managing, developing and retaining the talent needed to win.
• 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 other to excel through collaboration and building strong relationships.
• Thinks creatively and uses diverse ideas to solve problems.

Education and Experience

• Bachelor's Degree or equivalent work experience and completion of applicable insurance courses.
• 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 [email protected] .