Operations Manager

Mgr Operations - OE08AE

Sr Mgr Operations - OE07AE

Asst Mgr Operations - OE08BE

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.

Are you a driven and motivated problem solver ready to pursue meaningful work? Do you strive to make an impact every day & not only at work, but in your personal life and community too? If that sounds like you, then you've landed in the right place.

The Hartford is a strong company with a powerful brand and a bright future. We're in the business of helping people achieve amazing things by providing support and protection for the things that matter most. We seize opportunities and prevail through unexpected challenge and the Personal Lines Service Operations Manager plays a vital role in fulfilling that mission. The Personal Lines Service Operations Manager drives results and behaviors, influences change, partners with the senior leadership team to execute on our strategy and has the opportunity to expand their network across the Enterprise for increased leadership visibility.

• Oversee and manage the day-to-day operations of 10-15 Customer Service Representatives
• Collect and analyze data to identify behaviors and create coaching plans to reduce variation for improved outcomes and goal achievement
• Effectively coach, develop, and empower teammates with skills needed to deliver high-quality, low-effort customer experiences
• Understand end-to-end customer experience, encouraging innovative idea generation & surface improvement opportunities
• Lead inclusively, role modeling behaviors which underscore our organizational values
• Openly support the development and advancement of talent
• Use sound judgement, critical thinking, and decision-making skills to interpret and administer policies to resolve employee and customer problems
• Act as change champion by developing change management plans and driving support for key business initiatives, e.g. digital adoption, customer retention, employee hiring & retention
• Build and maintain a high engagement and enablement culture creating an environment of trust and a sense of belonging for your team, our customers, and the broader organization

• Working Hours: Monday through Friday 10:30-7:00PM ET
• Ability and willingness to provide rotational weekend shift coverage
• Bachelor's degree or equivalent work experience
• 1-3 years managerial experience preferred
• Remote leadership experience
• Demonstrates ability to lead and motivate a diverse team and drive business results.
• Adaptable with an ability to influence and lead others through change
• Effective time management. Works well under pressure and within tight timelines.
• Ability to build and foster a high-performance team environment.
• Excellent customer service and effective communication skills
• Ability to make decisions through both analyzing quantifiable results and employing critical thinking skills.
• Strong attention to business goals and capability to translate results into actions through variation management lens.
• Utilize analytical thinking to make recommendations and propose solutions regarding business problems.
• Strong business acumen and decision-making skills