Workforce & Quality Optimization Manager-OPE00016P
Job Summary
Under technical direction manages a staff of analysts for an Operations workforce planning and optimization team responsible for driving efficiencies and coordinating workload and scheduling to ensure objectives are achieved. Participates closely with other Operations leaders in making data-driven recommendations to ensure teams have the right processes and resources needed to meet customer demand. Partner with the Quality Team to understand the Quality program and its direct impact on optimizing workforce performance and customer experience. Responsible for managing efficiency projects in addition to continuously seeking process improvements for maximizing resources and workforce output.
Essential Duties & Responsibilities
Performs a combination of duties in accordance with departmental guidelines:
- Manages the work activities and has full management responsibility for the performance and development of subordinate staff in accordance with corporate strategic direction.
- Collaborate with Analytics, Claims and Operations leaders to optimize workforce planning and processes.
- Develops thorough understanding of quality initiatives budget processes and applies knowledge in combination with current and historical data to make and implement staffing level recommendations.
- Develop functional knowledge across multiple business areas (Claims, Operations and Metrics & Analytics) and actively drives Optimization and Quality strategy to assess impacts to workforce and customer experience.
- Recommends strategies and actions to improve efficiency, quality and drives behaviors consistent with CNA’s ‘Winning Behaviors’ emphasizing continuous improvement and customer experience.
- Partners with Metrics & Analytics to understand, guide the creation of and support models establishing productivity and capacity requirements to meet volume demands and service level agreements.
- Escalates, solves or recommends solutions for service issues using consistent project management practices to plan, develop and implement projects; keeps stakeholders engaged and informed.
May perform additional duties as assigned.
Reporting Relationship
Typically Director or above
Skills Knowledge & Abilities
- Ability to lead, direct and mentor a team of analysts to execute deliverables and influence change.
- Strong analytical and project management skills.
- Excellent consultative and presentation skills necessary to influence decisions while balancing the needs of business stakeholders.
- Strong communication and presentation skills.
- Solid knowledge of department workflows and tools.
- Attention to detail and ability to handle multiple priorities.
- Solid knowledge of Microsoft Office Suite and other business related software.
- Strong verbal interpersonal and negotiation skills.
- Highly organized and must be able to work independently in a fast-paced environment.
Education & Experience
- Bachelor's degree in a related discipline or equivalent.
- Typically a minimum of five years of experience in Operational Analytics, Workforce Optimization, financial services processing ideally in Insurance or a Claims environment, Process management.
EEO Statement: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Job
Operations
Primary Location
United States-Florida-Lake Mary
Other Locations
United States-Pennsylvania-Wyomissing, United States
Organization
Operations
