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.
The Operations Manager manages international collections team and all aspects of the collections process, ensuring timely and efficient management of past due accounts and maximizing collections efforts while minimizing outstanding aged receivables.
JOB DESCRIPTION:
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:

• Oversees collections of outstanding receivables. Develops and implements strategies to improve collection processes and maximize revenue. Manages accounts and develops plans to collect overdue payments. Monitors and analyzes collection performance to ensure departmental goals are met or exceeded.
• Develops effective collection strategies to monitor and resolve delinquent accounts. Recommends process improvements to allow for increased efficiencies and reduction of aged accounts receivables.
• Collaborate with other internal departments such as Processing, underwriting, Payment Management, Claims, Reinsurance and externally with network partners and brokers to facilitate efficient collection process.
• Handles customer inquiries and disputes. Investigates and resolves escalated issues.
• Assigns, distributes and coordinates work of the team with other teams ensuring consistent, efficient and timely delivery of service to drive superior results. Develops and uses work management tools 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.
• Oversees the recruitment, performance management, development, training and motivating 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. Monitors and analyze department performance and report on key metrics to senior management.
• Validates staffing levels and anticipates workforce demands. Ensures compliance with company and industry regulations, policies and guidelines. Manages and monitors overtime spending. Gathers data and provides input into annual budget forecast.

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

• Strong client and team interpersonal and leadership skills with the ability to motivate others.
• Strong customer focus with a mindset towards continuous improvement. Value driven to provide superior solutions to internal and/or external customers.
• 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.
• 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.
• Acts with a sense of urgency to advance priorities of the organization.
• Helps other to excel through collaboration and building strong relationships.
• Ability to exercise professional judgment and assume responsibility for decisions which have an impact on people, costs and quality of service.
• Thinks creatively and uses diverse ideas to solve problems.

Education & Experience

• Bachelor's Degree or equivalent work experience and completion of applicable insurance courses.
• Extensive collection process experience. International experience preferred.
• People Leadership experience.
• Industry experience preferred.

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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.