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Director, Business Insurance Operations
The Travelers Companies
Hartford, CT, United States
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Primary Job Duties & Responsibilities
Drive and participate in long and short term business strategies for respective function (Field Operations, Functional Leadership, or Business Center) to continually enhance operational effectiveness enabling a competitive edge. Drive the implementation and participation in the development of tactical business planning and monitoring decisions/activities designed to support marketing and underwriting decisions consistent with business goals. Continually monitors activities of competition and acts appropriately to position the organization out in front. Drive initiation, planning, approval process and execution of new or existing projects and initiative that impact Operations, working with PMO, HO Senior Leadership, Finance, etc. to overcome obstacles and expedite project process. Assess current systems, best practices, quality, service and staff making adjustments to ensure alignment with marketing, sales, underwriting and product initiatives. Maintain appropriate and effective levels of customer service. Partner with business areas to develop and implement operational and policy service strategies, policies and best practices. Ensure effective utilization of these strategies, policies, etc. May direct and manage account support activities to meet production goals; assure compliance and performance standards are achieved; provide management information as necessary and utilize resources in the most cost effective manner. Review and analyze financial and operational results to monitoring operational effectiveness (i.e. overdue, hit ratio, productivity, quality, etc.) taking corrective action as necessary. Provide analysis of management information to respective customers, working on tactical and strategic measures needed to improve results. Act in a collaborative capacity with Field Operations, and/or other constituents and stakeholders (Agents, Brokers, business and Operations leadership) to resolve problems/issues quickly. Establish priorities and make workflow decisions. Assure that our contractual commitments are met. Manage and direct the effective implementation of new technologies and the utilization of existing systems. Deploy systems, workflow, best practices, changes and enhancements, ensuring adequate training, communications and support. Establish and maintain positive and productive relationships through on-going dialogue with leadership, to include the Field and Home Office executive team. Meet regularly with leaders to assess Operations performance and identify/resolve issues/problems. Develop and maintain effective relationships with internal resources (e.g., Claim, Operations, etc.) to coordinate the delivery of all related services to clients. Perform all necessary staff management functions to support profit, growth and expense management goals. Develop, coach and mentor staff.
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
Acts as a key player in establishment and execution of strategic and tactical operational initiatives. Directs a team dedicated to support of Field Operations, Operations Functional Services or Business Centers, driving optimization of operational effectiveness and strategic alignment with Operations and the business. Ensures adherence to service and quality standards, compliance, best practices, etc. via objective audit processes. Collaborates with marketing, underwriting and product, actuary, compliance and internal audit to ensure strategic initiatives are embraced and executed appropriately and fully support marketing, underwriting and retention decisions. Ensures all related activities are delivered in a manner consistent with customer service and expense management focus. Participates and/or initiates strategic, as well as the tactical, policy, workflow and performance standards development/implementation. Generally, reports to Operations senior leadership.
Minimum Qualifications
Six years of Operations experience required. High school diploma or equivalent required.
Education, Work Experience & Knowledge
Eight years of Property & Casualty Operations experience preferred. Leadership of others. Property Casualty knowledge. Policy service background. Basic understanding of underwriting and marketing functions and environments. Systems background. Project Management.
Job Specific & Technical Skills & Competencies
Business Perspective. Change Management. Communicating Effectively. Customer Focus. Employee Development. Leading Employees. Forging Synergy. Influencing, Leadership and Power. Problem Solving and Decision Making. Results Orientation. Strategic Planning. Technical Knowledge : Demonstrates specific policy service and operational skills necessary to achieve established and stretch business goals. Evaluates business condition and translates the solution into a manual and/or automated process. Able to evaluate and operationalize the business needs of the account. Business Knowledge: Clearly demonstrates specific knowledge requirements related to policy services as defined by the Operations organization. Knows how to get things done.
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.