Operations General Manager, Ledger Reconciliation

Responsibilities

• Oversees enterprise general ledger reconciliations for insurance receivables and related accounting, including Surety, ensuring reconciliations are accurate, supported, completed timely, and aligned with corporate accounting and reconciliation policies.
• Leads the monthly financial close process for the Ledger Reconciliation function, including review of automated and manual reconciliations, validation of general ledger and sub-ledger balances, review of reconciling items, aging, comments, resolution ownership, and management sign-off in applicable systems.
• Serves as the primary Operations representative for the financial close committee during each monthly close period; advises on and makes decisions impacting Operations accounting processes, close deliverables, and issue resolution priorities.
• Acts as primary approver for journal entries in the general ledger that may have material impact to CNA financial statements; evaluates supporting documentation, financial impact, compliance considerations, and appropriate resolution path before approval.
• Manages complex reconciliation issues, out-of-balance conditions, timing differences, remediations, and escalations across insurance receivables, customer-level sub-ledger activity, TPA balances, deductible recoveries, invoices, payment activity, and related accounting processes.
• Provides leadership over a high-volume receivables environment with an enterprise receivable base that has grown significantly in recent years; establishes priorities, governance routines, and problem-solving discipline to support continued business growth with a flat headcount model.
• Develops and implements strategies that leverage data, automation, and AI-enabled tools to improve reconciliation processes, strengthen financial integrity, enhance reporting and decision-making, improve documentation, and reduce operational risk, backlog, and manual effort.
• Leads strategic use of BPO/offshore support for Ledger Reconciliation activities, including work intake, quality expectations, service delivery oversight, issue escalation, performance monitoring, and sustainable capacity planning.
• Builds strong partnerships with Finance, Financial Control, Audit, Claims, Processing, IT, Billing, Underwriting, Reinsurance, Payment Management, business partners, and other stakeholders to resolve complex issues and maintain accountability across end-to-end processes.
• Serves as a primary liaison to internal and external auditors for Insurance Receivables and related accounts; coordinates evidence, explains reconciliation processes, addresses inquiries, supports control walkthroughs, and ensures timely remediation of audit or control findings.
• Prepares, reviews, and distributes management reporting related to production, quality, close status, backlog, aged reconciling items, service levels, audit readiness, BPO performance, and process health; uses metrics, technology, and information analysis to make decisions and influence priorities.
• Maintains a strong control environment by identifying compliance, SOX, accounting, tax, system, policy, and operational risks; partners with appropriate internal resources to resolve issues and reinforce standard practices.
• Leads and supports Billing & Collections projects by providing subject matter expertise, requirements, testing, change management input, process design guidance, and deployment support for tools, automation, reconciliation workflows, and reporting enhancements.
• Assigns, distributes, and coordinates work across the team and with partner teams to ensure consistent, efficient, and timely service delivery; validates staffing levels, anticipates workforce demand, manages overtime considerations, and supports annual budget input as needed.
• Oversees recruitment, onboarding, performance management, training, development, coaching, and motivation of subordinate staff in alignment with corporate strategic direction; sets appropriate stretch goals aligned with CNA strategy, customer commitment, financial discipline, and operational excellence.
• Generates and implements approved improvement ideas across teams; promotes continuous improvement, appropriate risk-taking, experimentation, and cross-