Operations Manager

lenge 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.

WORK ARRANGEMENTS: This role can have a Hybrid or Remote work arrangement. Candidates who live near one of our offices (Hartford, CT, San Antonio, TX or Naperville, IL) will have the expectation of working in an office 3 days a week. 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.

This role(s) will be filled as an Assistant Manager, Manager, or Senior Manager based on prior experience and qualifications.

RESPONSIBILITIES:

• 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

QUALIFICATIONS:

• Working Hours: Monday through Friday 10:30-7:00PM ET with flexibility as needed

• Ability and willingness to provide quarterly Saturday shift coverage and holidays as needed

• 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

INTERNET REQUIREMENTS:

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, Wi-Fi, 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 100MB download/10MB upload will be required. To confirm whether your Internet system has sufficient speeds, please visit http://https://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:

$56,400 - $133,800

The posted salary range reflects our ability to hire at different position titles and levels depending on background and experience.

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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