Mgr Operations - OE08AE
We're determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals - and to help others accomplish theirs, too. Join our team as we help shape the future.
This role can have a Hybrid or Remote work arrangement. Candidates who live near one of our office locations will have the expectation of working in an office 3 days a week (Tuesday through Thursday). Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise.
Front-line Leader responsible for managing Global Specialty Wholesale Underwriting Operations Support in Property/Inland Marine/Primary. Facilitate a high-performance culture by aligning individual goals, differentiating performance through evaluation and recognition, and managing performance improvement issues swiftly and appropriately. Ensure all employees in your area have clear objectives, performance reviews and receive ongoing coaching and feedback (thoroughly applying PSC coach model where applicable). Ensure all non-exempt processes including PTO tracking/reporting is completed according to timelines and policies. Accountable for all staff communications, including leading staff meetings and providing team updates on people, process, and technology related initiatives. Actively demonstrate the Hartford behaviors which underscore our organizational values and promotes engagement: integrity, teamwork, financial discipline, winning spirit, diversity and inclusion, and customer focus; hold others accountable for same. Understand and manage the components of turnover and retention. Accountable for team performance based on business metrics and balanced scorecard reporting. Engage in building capacity models at the unit cost level. May make financial recommendations into the employee relations section of the budget. Follow and adhere to expense management guidelines. Ensure staff understands and complies with all policies and procedures and that all security/data breaches are reported appropriately. Have thorough knowledge of sub-process SOX controls and ensure process changes that impact controls are updated. Utilize key interaction data to understand the link between agent and team performance and the customer experience. Identify trends and central tendencies within area of influence to implement process improvements. Combines operational data and coaching skills to help employees self-discover areas for improvement. Leverage key operational data to understand and improve employee, team, and process quality. Identify and resolve customer problems, balancing the needs of the customer and the company. Collaborate with business partners to work across functional and organizational lines to understand the end-to-end customer experience and recommend improvements. Makes valuable contributions when asked to participate in projects.
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The Global Specialty Operations Manager is accountable for leading approximately 12-16 Underwriting Operations Staff, supporting our Wholesale business partners who are in various regional offices across the country. Accountabilities include effectively supporting and driving business results by leveraging key operational data to deliver on organizational objectives. The ideal candidate will be responsible for collaborating with and influencing business partners to work across functional and organizational lines to understand the end-to-end customer experience and facilitating a high-performance culture by aligning individual goals, differentiating performance through evaluation and recognition, and managing performance improvement issues swiftly and appropriately. The individual must also partner closely with Underwriting Partners/leadership space to assure business objectives are met.
Additional responsibilities include: compensation and incentive budget administration, timekeeping administration, interviewing, hiring, communications, staff direction and team building.
Performance Management & Results:
Accountable for achieving performance standards, provides direction and communicates team objectives and goals in alignment with organizational priorities. Manage these standards by providing coaching and holding team members accountable for performance while managing attendance, employee retention and addressing behavior of team members. Responsibilities include recognizing and rewarding strong performance and effectively understanding and leveraging key operational concepts to influence change - outlier analysis, variation reduction, audits etc.
Coaching & Staff Development:
Responsibilities include coaching front-line staff for quality, performance, and professional development. Leverage the skill strengths of individual employees to drive overall team performance through ongoing feedback via coaching sessions, one-on-one interactions, process confirmations, business partner feedback and performance reviews. Ensures that appropriate development plans are in place with staff and progress is being made. Accountable for monitoring and addressing employee satisfaction and retention to maximize employee effectiveness and minimize turnover while maintaining an inclusive work environment that supports diversity.
Business Partnering & Effective Relationships:
Establish credibility and work effectively with business partners and other leaders to achieve key performance goals and influence initiatives through effective decision making. Works and collaborates with others to identify and solve problems across teams and business units.
Initiatives & Change Management:
Responsible for leading the team with ambiguity through change as well as the adoption of new initiatives while keeping staff informed and helping them understand the big picture. Turns abstract concepts into concrete actions.
QUALIFICATIONS
• Commercial Insurance/Underwriting experience a plus
• 1+ years managerial experience preferred.
• Minimum of one year formal coaching and mentoring required.
• Experience managing hybrid/remote teams a plus
• Proven track record of delivering improved and sustained results over time
• Ability to foster a high-performing team environment
• Possesses exceptional interpersonal skills and strong influencing abilities
• Demonstrated capacity to communicate across small and large groups
• Readily able to adapt and lead others through change management
• Strong organization, planning, time management and delegation skills
• Ability to successfully manage in a structured environment
• Good business acumen and professional demeanor
• Flexibility to work team core hours
For full-time, occasional, part-time or remote positions: (1) high speed broadband internet service is required, we do not recommend or support DSL, wireless, Wifi, Hotspots, Fiber without a modem and Satellite; (2) Internet provider supplied modem/router/gateway is hardwired to the Hartford issued computer with an ethernet cable; and (3) minimum upload/download speeds of 75MB download/10MB upload will be required. To confirm whether your Internet system has sufficient speeds, please visit http://www.speedtest.net from your personal computer.
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford's total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$68,500- $102,840
Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
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