Small Commercial Operations Manager - New Hartford, NY

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.   

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 so, 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 Small Commercial Lines Service Operations Manager plays a vital role in fulfilling that mission. The Small Commercial 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 will have a Hybrid work arrangement in our Clinton NY office.  Candidates must live near the Clinton NY office and will have the expectation of working in that office 3 days a week.

RESPONSIBILITIES:

• Oversee and manage the day-to-day operations of 12-15 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
• Acts like a business owner, and is enabled and empowered to focus on the right outcomes for customers
• 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 8:45-5:30PM ET
• Ability to provide rotational late night shift coverage
• Bachelor's degree or equivalent work experience
• 1-3 years managerial experience preferred
• Experience managing remote teams as well as in house
• 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) 100MB download/10MB upload.  Contact/Call center role using Genesys softphone and Citrix/ATO users.  Users who participate in frequent Teams video conferences, as well as those who download/upload large file content throughout the workday.

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:

$68,560 - $102,840

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

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