C. N. A. Insurance Co., Quality Manager Claim Operations in Wyomissing, Pennsylvania

JOB SUMMARY Strong people leader who can positively impact the quality of the Claim Organization by leading a team of Quality Reviewers focused on functions and tasks in Operations, building strong relationships through communication and collaboration both within Operations as well as with other colleagues working on Quality from the various units in the Claim Organization and within the Enterprise. Familiarity with Claim Reporting and Support functions, reports to Claim Quality Review Director and works closely with the Claim Operations Quality Director. This position is responsible for leading a team of Quality Reviewers assigned to gather and synthesize data relating to the quality of Support and Reporting tasks, including managing the completion of quality reviews for the assigned functional areas. Quality Manager will also calibrate Reviewers to ensure consistency of quality reviews and work to implement efficient and effective gathering of quality related data. ESSENTIAL DUTIES & RESPONSIBILITIES Performs a combination of duties in accordance with departmental guidelines: * Works with the Claim Quality Review Director and Claim Operations Quality Director to implement a robust quality program in the Claim Operations space that will establish and sustain a continuous improvement environment. * Builds business partnerships with leaders within Claim Operations and maintains current understanding of the expectations related to the work supported by Reporting and Support. * Manages a team of Quality Assurance Representatives to best utilize their skill set and expertise to gather and synthesize data necessary to enhance execution, process improvements and quality work. * Coordinates work of the team with other quality review teams ensuring consistent, efficient and timely execution of deliverables. * Develops and maintains relationships and resolves operational and procedural difficulties/issues with management, work teams and internal customers as necessary. * Represents the team in meetings with management and provides input for management decision making. * Periodically serves as support for Claim Operations Quality Director and Claim Quality Review Director. May perform tasks related to quality review results reporting and other additional duties as assigned REPORTING RELATIONSHIP Typically Director or above SKILLS, KNOWLEDGE & ABILITIES * A solid understanding of the work supported by Operations. * Analytical and problem solving skills with ability to manage and prioritize multiple projects. * Strong people leadership skills to drive development and high performance. * Excellent communication, presentation and interpersonal skills with the ability to work effectively with internal and external business partners. * Ability to influence others in accepting ideas that will lead to increased quality results. * Strong computer skills including Microsoft Office Suite and other business related software systems. EDUCATION & EXPERIENCE * Bachelor's Degree or equivalent work experience and completion of applicable insurance courses. * Typically a minimum of four years of experience in a Claim Reporting and / or Support function(s) or similar field of expertise, along with management experience. Job: Claim P