Operations Manager - Select Accounts Job

Job Title: Operations Manager - Select Accounts
Job ID: 791676
Location: CA-Walnut Creek

Available Openings: 1

Committed. Competitive. Constructing our Future.

That's Travelers. We are one of the leading insurance companies in the United States. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy, and a workplace in which you truly can make a difference.

SUMMARY:

Reports directly to Select Regional Field Operations Director. May report directly to the Select National Operations Director or 2nd Vice-President with a matrix report to the Select Regional Vice President in the absence of a local Field Operations Director.

Note: Operations Manager may manage/supervise 7-20 Account Managers and/or Operations Processors within the regional territory with or without a Field Operations Director housed locally.

Responsible for managing day to day activities of the Account Managers and Clerical Support staff to ensure high volumes of work are processed timely, with acceptable quality, and within established service objectives. Workload must be actively managed to ensure even distribution across teams, offices and individuals during workload peaks and resource limitations.

Executes local underwriting support team strategies in collaboration with the Account Executives to standardize processing procedures, roles and responsibilities focused on freeing up the underwriter of non-underwriting technical and clerical tasks.

Provides operations leadership in implementing and monitoring strategic operational initiatives that are driven and supported by the Operations department within the field office. This includes tactical operational initiatives and processes associated with policy quoting, issuance, servicing and underwriting support to ensure work is processed timely with high quality. Implements and executes against established performance standards.

Works with Field Operations Director in representing Select Operations as the primary field liaison with other organizational units in resolving issues which have an impact on the business. Responsible for executing all operational activities and processes to support marketing, underwriting, policy services and retention of Select Account business within the office.

Works collaboratively with the Underwriting Directors/Managers to develop and implement best practices for underwriting support functions. Works with agents/brokers to resolve problems and identify areas for improved workflow and service processes. Challenges `Continuous Improvement- mindset to keep organization moving forward.

Works with Field Operations Director to develop underwriting service support structure in field offices that enhances team synergies across underwriting, marketing and operations staff. Provides Operations leadership and influence across all offices within region to ensure standardized underwriting support structure is implemented with consistency in all offices.

Works with Field Operations Director to coordinate all aspects of Service Center and Business Center communication, coordination and implementation to ensure workflows are efficient and relationship is strong with the Region office.

MAJOR RESPONSIBILITIES:

- Assists Field Operations Director in executing day to day tactical strategies to effectively build out a standardized Select Field Operations structure within the region that achieves business objectives established for the territory. In this capacity, is accountable for streamlining operational procedures, workflow best practices, training and development of Account Managers and Clerical Support staff, hiring, performance process and building team synergies between underwriting and operations.

- Implements performance standards, goals and metrics to effectively monitor field office achievement of those standards. Executes necessary plans to ensure goals are met/exceeded consistently.

- Assists in coordinating and executing technology enhancements in field offices ensuring technical training and education are in place for the Account Managers and Clerical Support staff.

- Ensures all available resources are utilized in a cost-effective manner to manage all day-to-day activities supporting the workload distribution process, productivity, technology usage and quality for assigned office locations. Responsible for supervising support staff, including providing coaching, counseling, salary administration recommendations, and all other supervisory duties.

- Identifies and acts upon training needs of the underwriting/sales support staff. Ensure delivery of technical training programs to educate staff on new systems and procedures, or in response to particular developmental needs. Work with product development organization to ensure technical training reflects changes in products/services being marketed. Ensure Operations and Underwriting bulletins, procedural changes and processing steps are communicated and implemented to the team.

COMPETENCIES:

Leadership
- Strong, professional communication and presentation skills
- Demonstrates initiative and innovation in achieving results
- Strong `people manager- and developer of technical skills
- Establishes and maintains and environment where new ideas and solutions are encouraged, evaluated and implemented as appropriate
- Strong focus on executing tactical plans
- Sets clear direction by defining goals and priorities.
- Develops a high degree of trust through demonstrated personal integrity, ethics and a commitment to doing the right thing.

Business/Technical Knowledge
- Understands the insurance business and commercial lines products, services, systems, functions and work flow.
- Understands related Commercial Lines functions (i.e. Marketing, Claim, Billing, Premium Audit, Policy Processing, etc.)
- Able to evaluate technical skills and needs of the Account Managers to ensure shortfalls are addressed.

Communication
- Strong listening skills to assess staff needs to help develop appropriate solutions.
- Interact effectively at different levels and with different audiences.
- Clearly express ideas, recommendations, etc., verbally and in writing.
- Make effective and persuasive oral (e.g., one-on-one, group and/or platform) and written presentations.

Decision Making/Problem Solving
- Potential to develop new methods or approaches to getting the work done.
- Potential to thinks strategically, Acts tactically
- Evaluates business needs and explores alternatives in a collaborative manner when appropriate.
- Results oriented.

Teamwork/Alliance Building
- Collaborative in building relationships to secure necessary resources not under his/her personal control.
- Works independently and in a team environment.
- Establishes and maintain effective work relationships.
- Works effectively with all levels.

Customer Focus
- Identify customer needs and take appropriate action to meet those needs.
- Act with a sense of urgency.
- Demonstrate a commitment to appropriate level of service.
- Knows how to work with Service Center and RSF

Interpersonal Skills
- Knows how to listen and motivate others
- Adjusts to new situations and changing priorities.
- Takes responsibility for decisions and actions.
- Use appropriate resources effectively.
- Is well organized and able to effectively handle multiple priorities.
- Anticipate issues/needs and creatively/conceptually resolve/meet those needs.

Travelers is an equal opportunity employer. We actively promote a drug-free workplace.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland
Job Segments: Management, Manager, Operations, Process Engineering