Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. 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.

Job Summary
Reports to Second Vice President, Operations or Vice President, Operations. Participate in implementation of strategic and tactical operational initiatives. Effectively manage all operations and processes associated with policy service activities (i.e., support business from initial submission through policy issuance and accounting for the policy life cycle). Implement and execute performance standards and monitor those standards. Collaborate with marketing and underwriting, HO and service staff to identify training needs, assess quality/performance standards for the account support/services staff and ensure priorities are responsive to marketing, underwriting and retention decisions. Assure all related activities are delivered in a manner consistent with customer service and expense management focus. Accountable to direct the account services activities for multiple remote sites (i.e., 5 - 7 locations, larger territory, regional revenue of over $115 million, staff managed range 23 - 42). Participates in the strategic, as well as the tactical, policy, workflow and performance standards development/implementation.

Primary Job Duties & Responsibilities
Participate in the implementation of long and short term business strategies to effectively achieve policy service objectives. Implement and participate in the development of tactical business planning and monitoring decisions/activities designed to support marketing and underwriting decisions that are consistent with retention goals. Partner with business areas to develop and implement operational and policy service strategies, policies, workflow processes and standards. Ensure effective utilization of these strategies, policies, etc. Direct and manage account support activities to meet production goals; assure compliance and performance standards are achieved; provide management information as necessary; and utilize all available resources in a cost effective manner. Reconcile financial and operational results to ensure all information is correct (i.e. overdue, hit ratio, skip list, etc.). Take corrective action as necessary. Provide management information reports. Act in a collaborative capacity with service, billing, HO, etc. to resolve problems/issues quickly. Establish priorities and make workflow decisions. Assure that our contractual commitments are met. Manage and direct the effective implementation of new technologies and the utilization of existing systems. Resolve all operation matters resulting in bottleneck situations to assure business results are not negatively affected by operational problems. Establish and maintain positive and productive relationships through on-going dialogue with RVPs, MDs & agents/brokers. Meet with them to assess operations performance and identify/resolve issues/problems. Develop and maintain effective relationships with internal resources (e.g., Claim, Operations, etc.) to coordinate the delivery of all related services to clients. Maintain an appropriate level of customer service. Participate in major projects as assigned. Perform all necessary staff management functions to support profit, growth and expense management goals.

Minimum Qualifications
4 years experience underwriting, service, sales, claims and/or related operational experience required. 2 years management experience required.

Education, Work Experience & Knowledge
College Degree preferred. 6 or more years related underwriting experience preferred. 4 or more years of management experience preferred. Clearly expresses ideas orally and in writing. Listens to and understands others. Shares information and maintains confidentiality. Leadership: Clearly expresses ideas orally and in writing. Listens to and understands others. Shares information and maintains confidentiality. Customer Focus: Identifies customers needs and takes appropriate action to meet those needs. Acts with a sense of urgency. Alliance Building. Builds a winning team. Establishes strong coalitions and networks both within and outside of the division. Works effectively with all levels and can easily build new relationships. Management: Hires competent performing people. Takes responsibility for decisions and actions. Manages own work and directs the work of others. Challenges employees to take responsibility for their performance and their development. Understands account support/services and responds to all related issues, concerns and problems to achieve desired goals. Technical Knowledge: Demonstrates specific policy service and operational skills necessary to achieve established and stretch business goals. Evaluates business condition and translates the solution into a manual and/or automated process. Able to evaluate and operationalize the business needs of the account. Business Knowledge: Clearly demonstrates specific knowledge requirements related to policy services as defined by the Operations Division. Knows how to get things done.

Job Specific & Technical Skills & Competencies
Clearly expresses ideas orally and in writing. Listens to and understands others. Shares information and maintains confidentiality. Leadership: Clearly expresses ideas orally and in writing. Listens to and understands others. Shares information and maintains confidentiality. Customer Focus: Identifies customers needs and takes appropriate action to meet those needs. Acts with a sense of urgency. Alliance Building. Builds a winning team. Establishes strong coalitions and networks both within and outside of the division. Works effectively with all levels and can easily build new relationships. Management: Hires competent performing people. Takes responsibility for decisions and actions. Manages own work and directs the work of others. Challenges employees to take responsibility for their performance and their development. Understands account support/services and responds to all related issues, concerns and problems to achieve desired goals. Technical Knowledge: Demonstrates specific policy service and operational skills necessary to achieve established and stretch business goals. Evaluates business condition and translates the solution into a manual and/or automated process. Able to evaluate and operationalize the business needs of the account. Business Knowledge: Clearly demonstrates specific knowledge requirements related to policy services as defined by the Operations Division. Knows how to get things done.

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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