This job has expired, please see additional jobs below
Assistant Vice President - Customer Operations, Personal Lines
The Hanover Insurance Group
Worcester, MA, United States
Job Details - this job has expired, please see similar jobs below
Our Personal Lines department is seeking an Assistant Vice President of Customer Operations to join our growing team in our Howell or Worcester offices.
Position summary:
Responsible for Personal Lines Customer operations and results on a countrywide basis, including Market Consolidation, CSC Sales and CSC Relationship Management. Accountable for effectiveness and productivity to achieve service and financial targets, and customer/agent and employee satisfaction. Demonstrate the knowledge and skills to deliver effective leadership, technical direction, collaboration, communication, relationship building, decision making, and customer/agent service. Responsible for assessing the present and future resource needs for employees and providing the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.
This is a Full-time, Exempt role.
Responsibilities/Essential Functions:
Drives accountability and performance at all sites and levels of the organization
Address key opportunities and trends to meet growth needs of partner agents, build sustainable solutions and execute flawlessly against those commitments.
Prioritize opportunities and align resources to execute on solutions that enhance customer service and employee engagement.
Drive for internal efficiency and effectiveness, improve work product quality and ensure attainment of business plan for growth and profit
Leverage staffing models to stay ahead of hiring needs and ensure service levels and customer service goals are met
Accountable for country wide performance through file review results, financial and transactional activity analysis, ad hoc reports, customer service, balanced scorecard, and other methods
Builds collaborative working relationships with internal and external customers to accomplish organizational goals
Drives organizational plans to deliver on company objectives and strategic initiatives
Identify key issues/dependencies and communicate to the proper audience in an appropriate and timely manner
Act as an expert resource for direct reports, other teams, business units and leadership
Responsible to monitor volume and business plans, leverage staffing models and vendors, make timely staffing recommendations and evolve our sourcing/recruiting to identify successful candidates
Manages organization operations by directing and coordinating activities consistent with established goals, objectives, plans and policies aligned with the business.
Responsible to pipeline and develop organizational talent and to identify and provide developmental opportunities through coaching and mentoring
Authorize opportunities for technical and industry training as part of a personal and professional development program
Utilizes technology and talent management to increase efficiency and scalability to support corporate growth and service initiatives.
Key Measures of success include: Manages daily operations by effectively and creatively utilizing all resources (people, process & technology)
Address key opportunities and trends to meet growth needs of partner agents, build sustainable solutions and execute flawlessly against those commitments.
The needs of customers and employees are met in proactive fashion through uncovering problems/opportunities, seeking out/analyzing information, getting to root causes and proposing solutions
Executes plans, projects and initiatives in such a way that customer, agent and employee experiences are improved in a meaningful way.
Successfully hires and develops the right people to deliver exceptional quality and consistent service
Personally demonstrates CARE leadership capabilities - collaboration, accountability, respect and empowerment.
Position Requirements:
10+ years of experience, with at least 5 years in increasingly responsible people management roles
Advanced degree preferred
Technical expertise in Market Consolidation, Sales and Account Management.
Possess strong business and financial acumen
Serves as a role model in building effective relationships through collaboration, influence and partnership
Excellent communicator; communicates frequently in a clear, concise manner - adjusting approach appropriately to the audience
An exceptional senior level leader and influencer enterprise-wide across a highly matrixed organization
Ability to multitask and organize project, priorities and time management
Takes ownership for successful issue/problem resolution
Demonstrated track record of leading high-performance teams toward the successful attainment of challenging goals in support of personal lines and the corporate business strategy
Able to work in an extremely fast-paced, entrepreneurial environment
Strategic and insightful in their thinking, with good judgment and an intuitive sense of where to look for opportunities to support the business
Decisive and appropriately resolute, but open-minded
An innovative and entrepreneurial thinker
Able to trade-off the risks and rewards in a particular situation while also considering the big picture of company-wide impact, industry trends, and strategic implications
A skilled team builder who is able to attract, develop and retain the very best talent.