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About the Role

Manage a team of 10 Recovery Services professionals and/or managers across multiple lines of business, delivering superior business results through effective leadership and driving continuous performance and operational improvements. This role has U.S. and international scope.

Responsibilities

• Lead the work activities of Recovery Services professionals and/or managers, setting expectations, providing direction and coaching, facilitating training, managing performance, and contributing to engagement.
• Contribute to organizational profitability by driving productivity, managing expenses, ensuring appropriate vendor performance, authorizing recovery strategies, and meeting quality and customer service standards.
• Ensure customer satisfaction by holding the team accountable for high-quality, timely service and developing initiatives, processes, and training for a positive customer experience.
• Ensure applicable recovery protocols are followed by overseeing file engagement, monitoring quality dashboards, providing feedback, and addressing training needs.
• Use data analytics to monitor team performance and develop strategies to drive operational effectiveness and improve overall organizational performance.
• Effectively manage department expenses by achieving productivity, efficiency, and quality targets, leveraging resources, and using data analytics to identify trends.
• Develop and maintain collaborative business partnerships with internal and external resources to ensure optimal and effective operations.
• Effectively communicate pertinent information to employees through team meetings, 1:1 discussions, reinforcing leadership messages, and providing access to process documentation.
• Participate with senior leadership in developing, implementing, and reinforcing recovery protocols, business strategies, and objectives, and evaluate performance.
• Oversee compliance with state/local regulatory requirements and remain current on commercial insurance laws, regulations, or trends.
• May participate in special projects.
• May perform additional duties as assigned.

Requirements

• Thorough knowledge of the commercial insurance industry, products, and services, and awareness of industry challenges and changes.
• Ability to effectively recruit, lead, coach, develop, and retain talented recovery services professionals and/or managers.
• Comprehensive understanding of Recovery Services concepts and principles, and a broad understanding of other claims disciplines and the company.
• Ability to identify and resolve medium to high complexity issues with a sense of urgency, utilizing and managing all available resources for informed decisions.
• Ability to interact and collaborate effectively with all levels of CNA's internal and external business partners.
• Excellent communication skills and customer service experience, with demonstrated ability to present succinctly to senior management.
• Demonstrated knowledge and understanding of how to extract insights from metrics for informed business decisions.
• Ability to creatively and effectively manage through ambiguous and challenging business problems, lead through change, and take appropriate levels of risk.
• Adaptable and able to effectively lead through change.
• Knowledge of Microsoft Office Suite and other business-related software.
• Ability to model CNA's leadership behaviors.

Skills

• Recovery Services
• Leadership
• Team Management
• Performance Management
• Operational Improvement
• Data Analytics
• Business Partnerships
• Communication
• Customer Service
• Commercial Insurance
• Microsoft Office Suite

Location

• Remote
• Hybrid

Work Type

• Full-time

Experience Level

• Minimum of ten years of claims and/or recovery related experience.
• Three or more years of previous management experience is preferred.

Education Level

• Bachelor’s degree with Master’s preferred or equivalent experience.
• Applicable certifications or professional designations preferred.

Salary/Compensations

• $97,000 to $189,000 annually

Benefits

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

About the Company

• 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 utilizes AI-enabled technology during the recruiting process.
• CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process.

Equal Opportunity

• To request an accommodation, please contact leaveadministration@cna.com