LTC Senior Operations Analyst

You have a clear vision of where your career can go. And we have the leadership to help you get there. 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's Long Term Care (LTC) business unit isn't your typical slow moving insurance company; we have the resources of a large company behind us and operate with a start-up mindset. With a team of 50 across multiple insurance disciplines of Operations, Claim, Anti-Fraud, Finance, Actuarial and Data Management, we move quickly and have a clear line of sight into how we make an impact. With approx. $13B in reserves serving 300K policyholders, CNA's LTC business is an important strategic priority for CNA.

The LTC Senior Operations Analyst position is part of the Vendor Management and Operations department within LTC and is responsible for operational guidance and strategic oversight of third party administrators and vendors that support outsourced processing and program delivery. LTC Senior Operations Analyst role supports various functions within LTC operations providing operations analysis, monitoring operations activities and completing complex operations projects ensuring adherence to departmental and corporate strategic direction. The role has an initial focus on supporting the day-to-day management of established wellness programs, while also contributing to the implementation and operational readiness of new solutions.

This role offers flexible work options, an opportunity to learn all aspects of an insurance business unit, and has a focus on professional development.

JOB DESCRIPTION:

Essential Duties & Responsibilities

Performs a combination of duties in accordance with departmental guidelines:

• Partners with CNA's third-party vendors responsible for administrative and program operations in order to manage processes, production, and ongoing execution of outsourced services and solutions.

• Analyzes operations and or other data using problem solving and decision making to document and present results and recommendations to management.

• Develops project plans and schedules using defined procedures, negotiates scope and deliverables with operational procedures and concepts.

• Uses work management tools to facilitate efficient processes and to assess operational performance, service delivery quality, and adherence to established workflows; supports issue identification, escalation, and resolution as needed.

• Assists in the development and generation of reports and metrics to measure effectiveness of ongoing programs and initiatives, supporting leadership visibility into performance, risks, and opportunities for improvement.

• May represent the functional area in meetings with management and other business units.

• Manages expenses for specific projects and ensures budget goals and expenses are met.

• Monitors trends and participates in strategic planning as well as team and quality performance reviews.

• Provides assistance and monitoring to junior level operations analysis staff.

• Works with other departments and may provide technical guidance to others within the department.

• Support Operations initiatives through data analytics by partnering with business leaders in identifying opportunities to build and analyze metrics through data visualizations.

• Collaborates with management, technical staff and subject matter advisors to understand business needs/issues, troubleshoot problems, conduct root cause analysis and develop cost effective resolutions to improve operational efficiency.

May perform additional duties as assigned.

Reporting Relationship

Manager or above

Skills, Knowledge & Abilities

• Strong industry and company knowledge as well as strong knowledge of the functions performed by the department and team.

• Excellent organizational skills including ability to prioritize, coordinate and manage multiple projects and project teams.

• Strong analytical and problem solving skills.

• Advanced Excel skills required

• Strong client and team interpersonal and leadership skills with the ability to effectively foster and maintain collaborative relationships with internal and external business partners.

• Good presentation, verbal and written communication skills, with the ability to convey technical and business issues in a clear, concise and effective manner.

• Ability to exercise professional judgement and assume responsibility for decisions which have an impact on people, costs and quality of service.

• Ability to work independently as well as in a team environment

• Solid knowledge of Microsoft Office suite and the ability to learn and utilize other business related software systems.

• Knowledge of contact center applications such as Cisco, Tableau, JIRA and other business related software a plus.

• Strong presenting and influencing skills with ability to turn data into a compelling story with actionable insight.

• Ability to extract data to devise management information reports required

Education & Experience

• Bachelor's Degree or equivalent work experience and completion of applicable professional designations.

• Typically a minimum of 3 to 5 years relevant professional experience.

• 2+ experience pulling, manipulating, integrating, and managing data sets from various sources.

• Knowledge of insurance operations preferred, especially long-term care.

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In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $54,000 to $103,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location. CNA offers a comprehensive and competitive benefits package to help our employees - and their family members - achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA's benefits, please visit cnabenefits.com.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact leaveadministration@cna.com.