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2VP Field Operations - Bond & Specialty Insurance

Employer
Travelers Insurance
Location
Hartford, Connecticut
Salary
Not Specified
Closing date
Jun 27, 2019

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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
The Bond & Specialty Insurance Operations team is comprised of approximately 90 associates located in multiple offices. We support all six lines of dynamic and innovative Travelers' Bond & SI businesses: Financial Institutions, Public Company Liability, Professional Liability, Private & Non-Profit Liability, Construction Services and Commercial Surety. In addition, we collaborate with other support units throughout Bond & Specialty Insurance (Strategic Initiatives, Finance, Actuary, IT, Claim, Marketing and Legal).
We provide discipline while leveraging systems, procedural and workflow optimization initiatives, and exceptional service delivery. Understanding our greatest investment, we value empowering our staff to maximize their entrepreneurial spirit and drive our competitive edge in the marketplace through creative innovation and partnership.
Bond & SI Operations is involved throughout all aspects of our organization and we are dedicated to cultivating new ideas by way of test and learn environments, collaboration and solution-oriented thinking. In addition, your leadership role within the broader Travelers Operations team will play an important role in delivering the strategy aimed at delivering differentiated, intuitive experiences, driving engagement and positioning the organization as a partner of choice amongst our customers and agents.
Under broad oversight, you will lead and be responsible for the implementation of strategic and tactical operational initiatives while partnering to leverage process and technology capabilities and seek opportunities where Technology and Operations meet. You will be empowered to effectively manage all operations and processes associated with policy service. Implement and execute performance standards and monitor those standards. Collaborate with underwriting, home office and service staff to identify training needs, assess quality/performance standards for the account support, ensuring priorities are responsive to underwriting and retention decisions, all delivered in a manner consistent with customer service and expense management focus.


Primary Job Duties & Responsibilities
Lead an Operations group of approximately 90 employees supporting various functions (Service, Underwriting, Facilities/Real Estate, Business Continuity, Technology Currency and Operational Effectiveness) in a highly collaborative matrix organization offering expertise and ideas that will enable us to continue our success.
Foster a culture focused on ensuring the quality and satisfaction of our customers and employees by developing, planning and executing upon operational goals as aligned to BSI, Operations and Travelers' overall vision.
Maintain a cost-effective organization that monitors agent and policyholder satisfaction and ensures the proper application of underwriting policies and programs.
Lead, engage, partner and communicate across all business functions.
Be looked to as a strategic thinker who has the aptitude to weigh and pursue calculated risks that will benefit the business.
Work closely with business partners and peers to identify strategic opportunities to improve performance and customer experience.
Operate as a champion of Diversity and Inclusion efforts across the organization.
Maintain a continuous focus on talent development, retention and engagement strategies.
Leads the implementation of long and short-term business strategies to effectively achieve policy service and other BSI Business Unit 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
Central coordinator for space planning and office moves.

Manage Technology currency by directing the effective implementation of new technologies and the utilization of existing systems.
Central coordinator for business continuity planning, in conjunction with the overall enterprise.
Manage the Business Processing Outsourcing (BPO), responsible for managing all aspects of our offshore engagements.
Management reporting/analysis - information gathering/tracking and non standard/adhoc data reporting for internal and external customers not otherwise supported by BI&A.
Help desk /systems support - B2B, Click and legacy system field processing and error resolution support.

Establish and maintain positive and productive relationships through on-going dialogue with BU Leads, RVPs, MDs and strategic support units.

Participate in major projects as assigned.
Provide passion, innovation and a continuous focus on our agents and customers.

Education, Work Experience & Knowledge
  • 7 years of insurance industry experience, including comprehensive knowledge of service, sales claims and/or related operational experience in industry practices, company and agency operations.
  • Large-scale operations experience.
  • Proven leadership skills and ability to collaborate with others while motivating and inspiring teams.
  • Ability to foster relationships while influencing with strong oral and written communication skills.
  • Demonstrated knowledge in complex programs and interconnected projects.
  • Ability to partner in a matrix organization.
  • 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.
  • Knows how to get things done


Job Specific & Technical Skills & Competencies
Demonstrates specific policy service and operational skills necessary to achieve established and stretch business goals.
Evaluates business conditions and translates the solution into a manual and/or automated process.
Able to evaluate and operationalize the business needs of the account.
Defines and drives the change agenda and executes strategy
Excellent leadership and communication skills with ability to gain credibility at all levels
Identifies customers' needs and takes appropriate action to meet those needs.
Acts with a sense of urgency.
Takes responsibility for decisions and actions.
Manages own work and directs the work of others.
Drives results.
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.
Able to evaluate and operationalize the business needs of the account.
Applies critical thinking
Highly organized; data and project oriented.

Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
To apply for this position please CLICK HERE

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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.


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