AVP, Claim Contact Center Workforce & Analytics

Who Are We?

Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Job Category

Claim

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$139,400.00 - $230,100.00

Target Openings

1

What Is the Opportunity?

This position is based out of Hartford, CT.

Responsible for developing the Workforce Management operational and organizational strategy to align with the evolving direction of the Claim organization. Lead initiatives that continue to enable the business to meet the needs of the evolving customer, employee and technology landscape; deliver actionable business analytics around performance, productivity, quality, work assignments, forecast accuracy, technology capabilities, claim volume, language translation, customer experience, staffing, budget and other key indicators. Oversee all day-to-day Workforce Management functions as well as business continuity/catastrophe planning, predictive modeling and analytics for designated business groups. Oversee business continuity planning, preparation, and execution for all catastrophe activities impacting loss reporting, inquiry call handling and claim handling aligned to designated business groups.

Travelers offers a hybrid work location model that is designed to support flexibility.

Primary Job Duties & Responsibilities

• Provide leadership and guidance to business partners regarding strategy, including industry best practices and comparative market analysis. Present the best recommendations to management in order to make well informed decisions.
• Build strategies and ensure execution of major, highly complex system(s)and/or project(s) supporting a business and/or technology area.
• Oversee the development and maintenance of the Business Continuity and CAT plan including procedures, risks and testing plans. As Business Continuity lead, work with key contacts from business group, Claim Line of Business Product and CAT teams and Claim Field Offices during CAT events to ensure successful execution of plan.
• Ensure forecasting process has the appropriate level of rigor and analysis for each of the forecasted assumptions that all business initiatives are accountable for.
• Oversee the development and consistent optimization of process business owners so that staffing model inputs are current, accurate and appropriately vetted.
• Engage with the broader organization ensuring that appropriate level of attention is given to technology and process changes within the respective areas.
• Provide recommendations to Claim Senior Leadership & technology and assist with evaluation and analysis of technology enhancements with new applications or existing tools.
• Work with staff to create business solutions that are cost effective, efficient and will sustain us today, tomorrow and into the future.
• Identify staffing requirements for both regular and contingent staffing that will accommodate routine and high-volume situations.
• Manage organizational policies and budget planning process.
• Select, train and develop a strong knowledgeable organization.
• Effectively administer compensation programs with emphasis on 'pay for performance'.
• Provide leadership that supports human resources, employee relations and workforce diversity.
• Provide ongoing guidance and leadership to direct reporting employees.
• Ensure appropriate development of all staff.

Minimum Qualifications

• 7 years experience in Workforce Management, Operations or Analytics.

Job Specific Technical Skills & Competencies

• Previous experience with workforce management.
• Previous experience with workforce management technology administration.
• Demonstrates expert knowledge in leading remote teams and managing work virtually.

Environmental / Work Schedules / Other

• Travel Requirements: Oc