AVP, Operations Service Delivery

CNA Insurance

Officer position managing operational activities for multiple locations in a large insurance processing operation. Leads strategic implementation and process improvement initiatives for optimal service delivery.

Posted 7/7/2026full-timeLake Mary • Florida, Illinois, Pennsylvania • 🇺🇸 United StatesLead💰 $152,000 - $242,000 per yearWebsite

About the role

Key responsibilities & impact

Implements strategic objectives with substantial impact on the short and long-term success of the operations.
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.
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.
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.
Manages expenses within each assigned business area.
Performs forecasting of staffing needs, salary administration and overall spending, controls and variances.
Monitors quality and timeliness of policy services provided to customers.
Revises policies and procedures to increase quality and productivity and ensure customer satisfaction.
Implements state and federal regulatory requirements in processing operation.
Designs measures for internal and external reviews to ensure compliance.
Translantes strategy into action in partnership with other leaders to drive top and bottom line growth.

Requirements

What you’ll need

Bachelor's degree with Master's preferred in Business Administration or a related discipline, or equivalent.
Typically a minimum of 10 years of related insurance work experience, with five years management experience.
Applicable certifications preferred.
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.
Knowledge of the commercial insurance industry, its products and services.
Knowledge of Microsoft Office Suite and other business-related software.

Benefits

Comp & perks

Comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Insurance OperationsBilling and CollectionsClaims ProcessingUnderwriting PrinciplesPerformance Standards DevelopmentProcess ReengineeringForecastingPolicy RevisionMetrics MeasurementTalent Management

Soft Skills

LeadershipInfluencingEngagementCollaborationCommunication

Certifications

Applicable Certifications