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Director HR Ops Call Center

Employer
Travelers Insurance
Location
Saint Paul, Minnesota
Salary
Not Specified
Closing date
Jun 29, 2019

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Category
HR, Executive / Management
Job Type
Not Specified
Career Level
Not Specified

Job Details

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
Under general supervision, provides strategic direction for a shared service HR Call Center function responsible for supporting inquiries from current and former employees. Maintains responsibility for seeing the big picture and understanding how all areas are affected by any one particular change. Participates with HR senior leaders to establish strategic plans and objectives. This job is a Manager: Responsible for setting work objectives and goals for employees and managing their performance. Typically involved in compensation decisions. Employees have a formal reporting relationship to this job. This job works under General Supervision: Incumbent independently performs a variety of duties, including potentially complex duties within established policy guidelines; responsible for a defined set of assignments (e.g. assigned customers, claims or other specified set of responsibilities); is expected to set priorities and meet specific goals and objectives of the function or unit. (Typically pertains to advanced/operational, senior professional, unit supervisor)

Primary Job Duties & Responsibilities
Develops, recommends and establishes the overall direction of the HR Call Center. Defines procedures and processes for all Call Center functions. Ensures all processes are well documented and roles and responsibilities are well defined. Manages the technology that assists in the case management and personnel file processes. Responsible for requesting and advocating for ongoing development and maintenance of the technologies as programs or processes changes and other HR Operations technology requests are considered. Monitors existing vendors services to ensure they are meeting our agreed upon service level agreements. Manages ongoing vendor contract renewals, statement of work and change orders, and other vendor-related activities governed by Travelers' Supplier Management Policy (IT security reviews, Risk Management, Screening). If necessary, procures potential new vendors through Travelers' processes. Determines which operational efficiency, workforce and compliance metrics are needed. Responsible for establishing service level agreements for these processes. Ensures continuous improvement activities are happening and are measureable Benchmarks our programs, processes and systems against the market to ensure we are keeping abreast of what is happening in the industry. Oversees all required HR record keeping, including government filings and other essential employee record retention requirements. Oversees audits of employee data as well as associated policies and procedures to ensure compliance with applicable Federal and State law. Ensures the strategic direction, planning, and implementation of all initiatives within the team such as establishing the annual operating plan, budget guidelines, staffing plans, expense planning and monitoring and resource plans are completed. Oversees projects to ensure the project team successfully achieves goals and change management is managed appropriately. Establishes a high performing culture by developing team members' performance expectations, monitoring the team's performance and assessing the team's talent needs, etc. Develops recommendations for various process improvements and develops that mindset within the team. Perform other duties as assigned.

Minimum Qualifications
High school degree or equivalent required. Minimum of five years of either human resources, customer service or operations work experience.

Education, Work Experience & Knowledge
College degree preferred (in HR, business or related field) 8-10 years of HR or Customer Service experience preferred Prior management and leadership experience preferred Prior call center experience preferred Expert analytical problem solving, influencing, communications, leadership and project management skills a plus

Job Specific & Technical Skills & Competencies
Desired skill sets: Considerable management and leadership experience. Recognized as an influential and proven leader. Expert communication and interpersonal skills Moderate to advanced skill level with general PC applications including all aspects of MS Office Suite and PeopleSoft. Expert level knowledge of at least one HR Operational functions and a strong understanding of the other HR Operational functions. Has a strong understanding of the overall HR function and insurance industry.

Environmental/Work Schedules/Other
Holiday work hours (Federal and religious) - Occasionally Travel - Occasionally

Physical Requirements
Operates standard office equipment - Continuously Sitting (Can stand at will) - Continuously Standing - Occasionally Use of Keyboards, Sporadic 10-Key - Continuously

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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Company

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WHO WE ARE

Imagine a Career With Purpose.

For more than 160 years Travelers has earned a reputation as a leader in personal, business and specialty insurance because we take care of our customers. When you work at Travelers, life’s most important moments become your life’s work. That means helping families feel secure, businesses to prosper, knowing that you’ve made a difference, and feeling like you belong to something bigger.


LIFE AT TRAVELERS

Imagine Playing a Role in Something Bigger.

A career at Travelers means being part of a team comprised of 30,000 + talented and passionate people that’s evolving to meet changing needs – from customer service to data science and beyond. If that’s more than you imagined in an insurance career, it’s time to join us at Travelers.


JOIN OUR TALENT COMMUNITY
As a part of our Talent Community, you will receive customized job alerts, be the first to know about opportunities to work at Travelers, and stay connected with our recruiters!

 

 

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