What are the responsibilities and job description for the Senior Claims Manager position at CNA National Warranty Corp?
Senior Manager, Claims Operations
We have a unique opportunity for an experienced and motivated leader to join our claims leadership team. As the Senior Manager, Claims Operations, you will have the opportunity to shape the claim department's direction and strategy, ensuring it aligns with CNA National’s organizational goals, while delivering exceptional service throughout the year.
The primary focus for this role is to achieve defined key performance indicators for our claims contact center, while ensuring best-in-class customer service. This role is integral to drive continuous improvement across our claim organization, and will require strong leadership and change management skills, along with a strategic and process-oriented mindset.
This newly created role will have a matrix reporting relationship to the Vice President of Claims and to the Chief Operating Officer. Exemplary performance in this role is a path to broader leadership opportunities within the organization.
Key Responsibilities
1. Team Management & Coordination
o Oversee claims operations in multiple states and time zones, enabling efficient call handling and resolution, while ensuring optimal utilization of all team members.
o All claims supervisors will have a matrix reporting relationship into this role. In addition, it will involve management of scheduling staff administering our CCaaS solution.
2. Performance Management
o Set clear standards and ensure adherence to those standards across the team. Facilitate a culture of ownership and individual accountability.
o Recognize team members who exceed expectations and employ best practices, and support managers and supervisors in correcting underperformance quickly and effectively
o Manage communication channels and documentation to ensure team members stay constantly aligned with priorities and expectations
3. Process Optimization & Improvement
o Proactively monitor and analyze operational data to inform daily continuous improvement, and present insights, guidance, and direction to supervisors and managers.
o Implement initiatives to optimize processes, improve quality and accuracy of claim adjudication, increase productivity, and elevate the overall performance of the team
o Oversee the training of new hires and design/manage quality audit processes to ensure all adjusters perform at consistently high levels.
o Develop and present reports to the claims management team and to senior leadership.
Required Experience & Qualifications
• 7 years in a contact center environment, with at least 5 years managing remote staff. Experience with automotive warranty claims is preferred.
• Experience managing and scheduling remote teams supporting service delivery in 20 states across multiple time zones.
• Strong understanding of claims contact center processes and industry best practices.
• Excellent problem-solving and analytical skills along with a high level of attention to detail and accuracy.
• Highly self-motivated, with the ability to work under pressure and meet deadlines.
The Organization
CNA National offers finance and insurance products to vehicle purchasers through franchised automobile dealerships nationwide. We support over a thousand automotive dealerships, the nation’s largest used vehicle retailer, and are an exclusive provider to the largest US-based motorcycle OEM. We are a wholly owned subsidiary of CNA Financial, one of the oldest insurance companies in the nation, with over $55 billion in assets.
Our claims organization employs over a hundred and twenty team members across the country. All adjusters have an automotive background in service or technician roles, with a majority possessing ASE certifications. Except for select management staff, claims team members are fully remote.
The Benefits
This role will offer a very competitive salary and bonus structure, a 401K match program, thirty days paid time off each year including paid sick time and flex holidays, and full benefits, including medical, dental, vision, life, and disability. This is a full-time, exempt position based at our office in Old Town Scottsdale and will adopt the work model adopted for other exempt staff. Currently, we follow a hybrid model, working in the office from Tuesday through Thursday, with the option of working from home on Mondays and Fridays.