CNA Surety

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AVP Processing Operations

at CNA Surety

Posted: 9/14/2018
Job Reference #: OPE000132

Job Description

Job Summary

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.

Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
  1. Implements strategic objectives with substantial impact on the short and long-term success of the operations.
  2. 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.
  3. 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.
  4. Strengthens the organization by helping to create a sustainable model that will improve efficiencies and eliminate non-value add activities. Anticipated outcome would include- improved workflows, enhanced partnership via Business Process Outsourcing (BPO), customer self-service and automation initiatives. Leads BPO management and owns the vendor relationship for their transactions. 
  5. 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.
  6. Manages expenses within each assigned business area.  Performs forecasting of staffing needs, salary administration and overall spending, controls and variances.
  7. Monitors quality and timeliness of policy services provided to customers.  Revises policies and procedures to increase quality and productivity and ensure customer satisfaction.
  8. Implements state and federal regulatory requirements in processing operation.  Designs measures for internal and external reviews to ensure compliance.
  9. 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.
  10. Relationship Management: Establishes strong relationships with customers and business partners by demonstrating area expertise and enterprise business acumen.
  11. Ensures Business Continuity/Disaster Recovery Plans are current and effective for their area of responsibilities.

Reporting Relationship

Typically VP and above

Skills, Knowledge & Abilities
  1. 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.
  2. 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.
  3. Leadership and management skills demonstrating integrity and professionalism.
  4. Ability to drive results by identifying and resolving problems within scope of responsibility.
  5. Knowledge of the insurance industry, its products and services.
  6. Ability to implement systems, processes and procedures that improve the customer experience and result in profitable growth.
  7. Knowledge of Microsoft Office Suite and other business-related software.
  8. Ability to articulate a vision for the future and ability to communicate how each tam member has an impact on CNA's Winning Proposition.
  9. Drives strategies and implements innovative solutions to outperform the competition and drive top and bottom line growth.

Education & Experience
  1. Bachelor's degree with Master's preferred in Business Administration or a related discipline, or equivalent.
  2. Typically a minimum of 10 years of related insurance work experience, with five years management experience.
  3. Applicable certifications preferred.