Svcs/Operations Manager Job Wyomissing area,Pennsylvania USA,Management

Job Summary

Manages a team completing operations and customer service tasks.

Essential Duties & Responsibilities

Assigns, distributes, and coordinates work of the team with other teams to ensure consistent, efficient, and timely delivery of service to drive superior results.

Validates staffing levels and anticipates workforce demands.

Ensures compliance with company and industry regulations, policies, and guidelines.

Develops and uses work‑management tools to allocate resources, facilitate efficient processes, and conduct performance/quality reviews of staff and service delivery.

Develops and maintains relationships and resolves operational and procedural difficulties/issues with management, work teams, and customers as necessary.

Generates ideas for improvement across teams and implements approved changes.

Takes calculated risks and experiments to increase responsiveness, resolve issues, and continuously raise the quality of work.

Manages the work activities and has responsibility for the performance and development of subordinate staff in accordance with corporate strategic direction.

Sets appropriate stretch goals aligned with CNA's strategy and commitment to customers.

Prepares and distributes management reports (e.g., production/quality).

Uses information‑analysis tools, technology, and key metrics to make decisions.

Represents the team in meetings with management and provides input for management decision making.

Manages and monitors overtime spending.

Gathers data and provides input into annual budget forecast.

Skills, Knowledge and Abilities

Strong client and team interpersonal and leadership skills with the ability to motivate others.
Industry and company knowledge as well as strong knowledge of the essential functions performed by the team.
Ability to exercise professional judgment and assume responsibility for decisions that impact people, costs, and quality of service.
Familiarity with staff‑management concepts and practices.
Excellent verbal and written communication skills, with the ability to convey technical issues in a clear, concise, and effective manner.
Excellent organizational and analytical skills, including the ability to prioritize and coordinate multiple projects.
Strong computer skills, including Microsoft Office suite and other business‑related software systems.
Strong customer focus with a mindset towards continuous improvement.
Focuses on objectives to set direction and drive superior results.
Uses metrics and information analysis and accesses technology resources as needed.
Builds a competitive organization by attracting, managing, developing, and retaining the talent needed to win.
Value driven to provide superior solutions to internal and/or external customers.
Acts with a sense of urgency to advance priorities of the organization.
Helps others excel through collaboration and building strong relationships.
Thinks creatively and uses diverse ideas to solve problems.

Education and Experience

Bachelor’s Degree or equivalent work experience and completion of applicable insurance courses.
Typically a minimum of four years of experience in a specific function or field of expertise along with management experience.

CNA utilizes AI‑enabled technology during the recruiting process. For more information, please visit our careers page. CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact

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Svcs​/Operations Manager

Svcs/Operations Manager