Creating Opportunities in Insurance with a Growth Mindset

We caught up with Toni Mitchell, Field Regional Executive, Pacific Region at The Hanover Insurance Group, and Christine Bachour, Social Media Manager at The Hanover Insurance Group, to learn more about their career journeys and how they’ve crafted fulfilling roles within the insurance industry.

Tell us a bit about your current job at The Hanover. What do you find most rewarding about your role? 

Toni Mitchell: As Field Regional Executive, I collaborate with my local leadership team to implement enterprise-wide strategies. This includes overseeing top and bottom-line results and managing distribution. Our local leadership team is highly engaged, technically proficient, and fully embraces Hanover’s core values. Each success achieved by my leaders and their team members brings me immense satisfaction. Every challenge presents an opportunity for growth and improvement we can face together. 

Christine Bachour: I love my role as a Social Media Manager because no day is ever the same. I’m part of a dynamic and collaborative team, working closely with public relations, internal communications, designers, writers, and the insurance businesses. My responsibilities include developing and overseeing the monthly content calendar for organic posts across all channels, running social media ads for our business lines, and managing our online reputation. I am also involved in the higher-level strategy of our social media brand. Staying ahead of trends, thinking through new ideas, and balancing strategy with creativity are essential to my role. One of the most rewarding aspects of my role is seeing a vision come to life, whether it’s a post for a specific channel or a paid advertisement targeted at our insurance agents or customers. 

Where did you start your career journey? What were your previous roles and experiences like? 

Toni Mitchell: I began my career as a Personal Lines underwriter trainee immediately after college. Despite having no prior knowledge of the insurance industry, the job description intrigued me. As an Economics Major, I considered a career in banking. However, I’m fortunate to have made the serendipitous decision to enter the insurance industry. My mentor encouraged me to take on leadership roles, advancing every three years. Despite the challenges of balancing this with family responsibilities, it was a transformative experience. I ultimately found my place at The Hanover Insurance Group. The Hanover’s deep commitment to the Commercial Lines space assures me this is my permanent professional home.

Christine Bachour:  My career journey began outside of insurance. I majored in Communications and Public Relations and later earned my MBA. While in college, I pursued internships in the music industry, which eventually led me to an internship with Beyoncé's publicist in NYC.  It was an incredible experience, but after graduating, I wanted a career path with more work-life balance. Growing up as a millennial with social media blossoming around me and having studied it in college, I saw the opportunity it held. After gaining valuable experience in social media, I saw an opportunity at The Hanover that seemed like a perfect fit. Nearly five years later, I’m incredibly grateful I took that chance. While insurance wasn’t where I initially saw myself, it’s where I’ve experienced the most growth and the work-life balance I desire. 

Can you share a specific project or initiative you have worked on at The Hanover that you’re particularly proud of? What impact did it have?  

Toni Mitchell: In my early days at The Hanover, I was part of a large team responsible for integrating the commercial line’s business and employees into our organization following an acquisition. It was remarkable to be part of a company where everyone was dedicated to a smooth transition and maintaining stability. Our retention of clients and employees was exceptional. The acquisition enabled The Hanover to expand from a regional carrier to a national carrier overnight.  

Christine Bachour: Before our company had a presence on Instagram, we developed a comprehensive strategy for launching a "Life at The Hanover" page to give our would-be followers a glimpse into what it’s like to work at The Hanover, what we’re doing in the community, the work of our business resource groups, and an inside look at events our employees are involved in. Today, that channel is live, and I take pride in how far it has come and the interactions and reach we receive from it.

How has The Hanover supported you in your career journey? 

Toni Mitchell: For 12 years, I served as the chief underwriting officer for our Pacific region. While I held similar roles at previous companies, the empowerment and engagement at The Hanover were unparalleled. I loved that job so much that I thought I would never want to do anything else. However, my peers, boss, and senior leaders at the company encouraged me to consider new challenges. I’m pleased to find I enjoy my current position even more!

Christine Bachour: After joining the company, I was able to continue and finish my master's degree with The Hanover’s tuition reimbursement program. Taking my knowledge and skill set to the next level through the support of my employer meant a lot. 

My manager is always supportive and encourages meeting with folks across the company to learn more about our business, enabling me to make even stronger contributions. A manager who roots for you and wants you to grow makes all the difference. 

What resources do you use to see continued development in your career?

Toni Mitchell: I can’t emphasize enough the importance of having a strong mentor relationship. I was fortunate to have such a relationship early in my career and continue to build upon that foundation with newer relationships. I mentor in a program called The Grid, which matches mentors and mentees based on an online questionnaire. While I have mentored several individuals through this program, it has also been a valuable learning experience.

Christine Bachour: One resource I’ve loved utilizing here is the mentorship program. I connected with someone who has had an inspiring career in marketing, is an expert in the business, and knows how to manage people and lead confidently. My time with her is invaluable. 

What are your favorite things about working at The Hanover and in the insurance industry? 

Toni Mitchell: The Hanover is strongly committed to our values, which guide our interactions with everyone at the company. We genuinely care about our people and embrace inclusion, diversity, and equity. As an Asian American woman, I feel empowered, respected, and supported by employees at all company levels. I participate in resource groups, including HAAPI (Hanover Asian American Pacific Islander) and Kinship Village (Hanover African American). Being married to an African American and having mixed children, participation in these groups has deepened my understanding of the community and strengthened our efforts to attract, educate, and empower our members. 

Christine Bachour: I truly love the work-life balance The Hanover offers. I’m a remote employee who thrives in this environment, and I’m thankful for the opportunity. I also love working in insurance because it’s something everyone has and needs, and the industry offers tremendous opportunities for growth. I’m incredibly thankful for an awesome boss and role model. She encourages me to grow and learn. That type of mentorship and management is rare, and that’s how I know I’m in a good place.

How do you see the insurance industry evolving in the next 5-10 years, and what opportunities do you think this will create for professionals in the field?

Toni Mitchell:  Artificial intelligence will undoubtedly play a critical role in underwriting, claims, and risk solutions services. As the industry increasingly utilizes information technology, it will be essential to maintain a personal touch, interact with our customers, and foster strong relationships with our agents. 

Christine Bachour: When I first started at The Hanover, I was their first social media manager, and now, we have two other professionals on the team working with me on day-to-day support and paid advertising. I know our social media efforts will continue to grow, and that’s what’s exciting about insurance. As an industry, I love how diverse it is – you can find careers in marketing, data and analytics, technology, underwriting, and claims. There’s an opportunity for everyone to find their niche. 

What is your best advice for other women interested in pursuing a career at The Hanover? 

Toni Mitchell: We always seek new talent and encourage you to regularly review our online job postings. Don’t hesitate to reach out to current Hanover employees; we’re all eager and willing to discuss our company and help connect you with the right people. It’s important to remain open-minded and avoid limiting yourself to a specific job or business unit. Consider your skills, what motivates you, and the challenges you seek.

Christine Bachour: You can make your mark here. Hard work pays off. Learn all you can, be passionate about your role, and talk to other women at the company in all different areas and roles. Those connections will build a community. Say yes to more opportunities at work and watch yourself grow. 

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