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Director of Sales and Operations, Personal Lines
The Hanover Insurance Group
Howell, MI, United States
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Our Personal Lines Operations department is seeking a Director of Sales and Operations for the Customer Service Center.
Position summary:
The Director of Sales and Operations is a key member of the Customer Operations leadership team and will be instrumental in helping us build a strategy to achieve our growth plans in the Customer Service Center. This person will promote, market, and sell Service Center capabilities to the Personal Lines agency base and support the sales team in building a pipeline. A proven sales leader responsible for driving sales productivity and growth while delivering an extraordinary customer and agent experience. This is a highly visible and senior leadership position that works directly with our field leadership team to further evolve our partnership with our best agents throughout the country.
This is a Full-time, Exempt role.
Responsibilities/Essential Functions:
•Collaborates with field sales team to build sales campaigns that maximize growth opportunities with our key partner agents
•Works directly with the Personal Lines Operations leadership team to build a sales focused service model that aligns with our distribution strategy
•Makes agency visits, presents information, leads & gathers data for Agency review
•Prepares detailed agency proposals, including growth, profitability, & expense targets
•Works with Field, Service Center & Operations leadership to present & close new accounts
•Works with partners to develop & implement marketing, service, sales, & retention programs to enhance penetration & account growth
•Monitors competitor activity related to service center program offerings.
Position Requirements:
•Bachelor’s degree with 5 - 7 years of relevant work experience with an emphasis on sales leadership, insurance or risk operations including contact/call center, underwriting and process/production management
•P&C insurance experience preferred
•Solid understanding of service centers practices, policies, and workflow, as well as Insurance
•Agency operations
•Excellent verbal & written communication skills
•Strong sales skills- able to present, identify & address needs, manage objections, craft solutions & negotiate effectively
•Proven Leader who demonstrates maturity, confidence, and ability to lead and manage change in a dynamic environment. Comfortable working in both collaborative and challenging circumstances and uses appropriate techniques in each
•Significant experience working with sales teams to build strategy, experience in sales training and coaching
•Strong operations management skills, including project and program management, process analysis and design
•Strong analytical skills - able to reconcile and resolve multiple data sources to drive effective operational & business decisions
•Able to credibly & effectively present to small- to medium-sized groups, and gain consensus & agreement
•Strong interpersonal skills
•Excellent at effectively managing multiple priorities & objectives to meet assigned goals
•Competent project management
•Self-starter; able to work independently
•Working knowledge of underwriting guidelines, policies and forms
•Working knowledge of state laws, rules and regulations
•Understands revenue & profitability drivers- average premium, retention, loss ratio, combined ratio- cause & effect, relationships, dependencies
•Experience working in or supporting independent agent sales channel
•Able to travel frequently (by air or car).
EEO statement:
“The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. If you require a reasonable accommodation, as a candidate for employment, please inform The Hanover Talent Acquisition office.