Job Summary
Under broad supervision build and maintain a closed loop system between the Operations Service Delivery team and Underwriting stakeholders to manage escalations facilitate timely resolution of escalated items and identify and drive improvement opportunities. The scope of this position is Small Business Underwriting and Middle Market Endorsements. The Escalation Resolution Lead will implement a framework with defined targets to monitor and respond to stakeholder escalations received by the Operations Service Delivery team track progress and provide stakeholder updates through resolution. Additionally this position will leverage data analytics to identify root causes of the escalations and make suggestions to improve process and workflow between the Operations Service Delivery team and Underwriting stakeholders. This positionwill coordinate and facilitate cross-functional implementation and change management activities that are designed to reduce operational pain points enhance the Operations and Underwriting partnerships and provide more focused capacity in the front line Operations Service Delivery team to support business growth and profitability.
Performs a combination of duties in accordance with departmental guidelines:

1. Manages escalations that are received by the Operations Service Delivery team from Small Business Underwriting and Middle Market Endorsement stakeholders. Has accountability on escalation activities from receipt through resolution ensuring timely status communications are provided to stakeholders and service level agreements are met. Supports the Relationship Manager with higher level escalation readouts and agency facing inquiries.
2. Builds and maintains positive and influential relationships with Operations Service Delivery colleagues and cross-functional business partners to create a shared understanding of resolution and improvement activities.
3. Develops a general understanding of processes and operational workflows associated with the Small Business and Middle Market Endorsement segments to enable effective collaboration between Underwriting partners and Operations Service Delivery. Leverages knowledge as a means to identify opportunities to improve effectiveness and efficiency of work processes.
4. Through regular touch points with Underwriting BPO partners the CNA Technology team and Agency partners gathers information evaluates and elevates issues regarding process gaps inefficiencies etc. to include performing an analysis and making improvement recommendations.
5. Through partnership with Underwriting partners Underwriting Services and other CNA business partners supports the execution rollout and adoption of new initiatives process improvements etc. through education communication and creating a strong and positive feedback loop with stakeholders.
6. Works closely with the Branch Strategy Partner team and Operations Service Delivery colleagues to understand scope timeline and deliverables for initiatives involving Operations and Underwriting that impact Middle Market Endorsements. Ensures the Operations Endorsements team is prepared to execute on these pilot activities.
7. Uses existing tools and resources to organize data and summarizes information to share with Underwriting partners and Operations colleagues.
8. Evaluates existing reports and tools used to track service metrics to ensure the right data is being captured. Makes recommendations for changes to improve data and analytics capabilities and tools.
9. Educates or trains others in new processes and workflows and their associated benefits.

May perform additional duties as assigned.
Reporting Relationship
Typically Manager or above
Skills Knowledge & Abilities

1. Industry and company knowledge as well as strong knowledge of the policy lifecycle and essential functions performed by the Operations team with an emphasis on endorsement processing.
2. Strong business partner and team interpersonal skills with the ability to influence others.
3. Excellent verbal and written communication skills with the ability to convey technical issues in a clear and concise manner and bring teams together to work toward achieving common goals.
4. 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
5. Strong ability to identify analyze and solve problems as well as the ability to learn rapidly and manage and prioritize multiple concurrent projects.
6. Ability to rapidly adapt to and drive change.
7. Excellent organizational skills; develops action plans for process improvement and drives them to completion including identifying elevating or resolving problems.
8. Strong computer skills including knowledge of Microsoft Office including Excel PowerPoint and other business-related software systems.

Education & Experience

1. Bachelor's Degree or equivalent
2. Typically a minimum of two years of related work experience in an Operations or Underwriting role five years of experience preferred.