May 16, 2008

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Manager, Operations

Hartford, CT

Travelers

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Career Field	Product Manager/Analyst, Operations
Insurance Discipline	All
Relocation Assistance	Not Available
Job Duration	Full Time
Salary Offered	Open

Purpose:

With minimal direction, manage and oversee Core and Line of Business (LOB) relationships between Operations and IT. Supervise staff responsible for supporting both day to day production and any and all enhancements to the guaranteed costs systems from the business side. This position is also accountable for project lead and support on various Operations/Core/LOB initiatives. Responsibilities include identifying and resolving support issues with all customers.

Primary Duties and Responsibilities: (Accountabilities)

� Build and manage Core and LOB business and IS partnerships
� Coach, support and guide staff on issues and direction
� Manage projects both in a lead role or a participant based on the initiative
� Address metrics trends and devise action plans to decrease problems
� Share relevant information on initiatives with Operations, Core and LOB areas.
� Write business cases and executive summaries as necessary.
� Develop and maintain Operational Readiness checklist, bring issues to closure and provide sign-off.
� Assess Operations impact of Core and LOB initiatives.
� Facilitate various process, project, and Operations liaison meetings.
� Aware of all initiatives of designated Core and LOB areas.

Competencies

1. Business Knowledge & Partnership
� Has strong working knowledge of both the business area assignment and how IT impacts specific areas.
� Concerned with customer satisfaction and consistently works to provide high level of satisfaction.
� Understands the strategic direction of the business and effectively works with Operations to align appropriate support to ensure success.
2. Planning / Project Management
� Understands and identifies the skills and behaviors necessary to effectively plan or manage projects, and consistently demonstrates those skills and behaviors.
� Balances workload: shows strong organizational ability. Thoroughly understands and supports the Delivery Methodology model. Highly motivated, displaying professional maturity. Acts as a role model for others. Has a high level of credibility.
� Works to reduce pressure by following through to completion of tasks without prompting from others and meeting deliverables on time.
� Instills positive attitudes and appropriate responses in others. Seeks to improve skills.
3. Management
� Responsible for the day to day supervision of assigned staff.
� Consistently and effectively addresses issues that serve as obstacles to staff, according to corporate policies and procedures.
� Performance issues are clearly identified, specific action plans established and executed in a timely manner.
� Responsible for salary administration. Understands and is consistent and objective in administering compensation programs to properly differentiate performance.
� Takes accountability for hiring decisions.

4. Communication
� Consistently interacts effectively with others.
� Effective in dealing with conflict in a collaborative style.
� Able to provide logical, clear, concise documentation geared to appropriate audience.
� Able to clearly articulate impact of new initiatives on Operations or LOB areas.
� Proficient in the ability to facilitate / document meetings (agendas/minutes). Ability to summarize in both technical and non-technical terms.
� Comfortable in presenting thoughts in a logical manner whether speaking in impromptu or formalized settings

5. Problem Solving / Analytical/Decision Making
� Takes independent action in identifying and resolving problems while exhibiting judgment and a realistic understanding of issues and interdependencies.
6. Technology
� Technical skills consistently utilized in order to perform competently in current position.
� Ability to learn and apply new technologies that are consistent with IS standards to enhance performance.
� Familiarity with Problem Management databases and its reporting functions in support of problem trending.
� Ability to run extracts, and present data/metrics in a professional manner.
� Experienced in the following tool sets: Microsoft suite of products. Flow Charting Software.
7. Financial Awareness
� Generally aware of and consistently able to grasp financial implications of their role, including aspects related to budget, resource allocation, and cost/benefit analysis. Could impact business productivity of customers and agents if Operations areas are unprepared to support new/existing technologies and project initiatives. Could impact timeliness of service delivery if processes are inefficient.

Education / Work Experience: 2+ Years in a management role preferred.

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