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Vice President, Middle Market Operations
The Travelers Companies
Hartford, CT, United States
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Primary Job Duties & Responsibilities
Serve as the primary liaison between market-facing business leadership and Operations, attending and participating in business strategy to ensure an Operational perspective is represented; ensures exemplary leadership to support profit, growth and expense management goals. Maintain thorough understanding of the business and business strategy to translate needs into internal operational capabilities. Develop and ensure the implementation of operational and policy service strategies, policies, workflow processes and standards, and performance measurements and metrics to support business and operational strategies; ensure effective and efficient execution of these strategies. Responsible for strategic and tactical business planning, people and resource management, customer service, operations and budget management. Provides strategic oversight for Operations supporting the BI businesses, ensuring a deep understanding and responsiveness to customer and stakeholder needs. Demonstrates sound fiscal management by allocating resources to meet business, operational and customer objectives, including forecasting, resource planning, prioritization and budgetary ownership. Provides leadership toward the achievement and attainment of consistent higher efficiency and quality results; assess and implement organizational improvements that will enhance success; coach and motivate leadership and teams to produce outstanding results and achievements. Provides leadership and stewardship to shape the customer experience to drive results; provides executive oversight of agent and customer satisfaction and ensures delivery of superior agent and customer experience. Provides executive oversight of agent and customer satisfaction and ensures delivery of superior agent and customer experience. Creates a high performing culture driven by individuals with diverse experiences, thoughts, and backgrounds. Drives and owns change management across the organizations synchronous to business and operational strategies, integrating and streamlining operational delivery. Ensures commitment to and outcomes of a robust talent acquisition, development and management focus and process in alignment with business and Operations related strategies. Ensures compliance with regulatory requirements. Perform other duties as assigned.
Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Job Summary
The Vice President, Middle Market Operations is responsible for ensuring overall operational excellence and superior service in support of the business and Travelers Operations strategy. Provides strategic oversight, ensuring a deep understanding and responsiveness to customer and stakeholder needs. As a member of the Operations senior leadership team, the incumbent will play an active role in strategic and business planning for the business and in alignment with Business Insurance and Travelers Operations strategy and related priorities. This job is a Manager of managers: Senior level manager that is responsible for managing the objectives, performance, and compensation of lower levels of management. This job works under Broad Oversight: Receives guidance in terms of broad goals and overall objectives and establishes the methods to attain them. Generally the incumbent is in charge of an area of work and typically formulates policy for this area, but may have final authority for approving policy.
Minimum Qualifications
Minimum seven years experience in a leadership role within an Operations/Customer Service environment. Bachelor's Degree in Marketing, Communications or related field required. Familiarity with Operations: metrics/productivity measurement, modeling and forecasting. Experience in flow business including operational aspects and sales and service capabilities.
Education, Work Experience & Knowledge
10 years work experience in a leadership role within an Operations/Customer Service environment.
Job Specific & Technical Skills & Competencies
Conceptual understanding of related technology applications. Competencies: Operations Experience and Business Perspective Strategic Planning Influencing, Leadership & Power Understanding & Navigating the Organization Building Relationships Forging Synergy Change Management Risk Taking, Innovation
Physical Requirements
Operates standard office equipment - Frequently Sitting (Can stand at will) - Frequently Use of Keyboards, Sporadic 10-Key - Frequently
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.