Senior Manager Operations- Group Benefits

Sr Mgr Operations - OE07AE

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.   

         

This role can have a Hybrid or Remote work arrangement. Candidates who live near one of our office locations will have the expectation of working in an office 3 days a week (Tuesday through Thursday). Candidates who do not live near an office will have a remote work arrangement, with the expectation of coming into an office as business needs arise.

The Senior Manager will lead the day-to-day operations of the Group Benefits Implementation team supporting Regional Account Segment. This includes a staff of approximately 10-13 Implementation Consultants that onboard our new Group Benefit customers as well as assist the Presale team during peak. The Senior Manager is responsible to lead and direct a team of highly skilled staff, delivering a high level of customer satisfaction and meeting/exceeding key business deliverables. It is critical for this position to collaborate and develop strong partnerships with customer contacts as well as our Group Benefit sales and account management business partners.

RESPONSIBILITIES

• Accountable for driving and achieving business results including high levels of customer satisfaction with implementations, productivity, quality and employee satisfaction. This includes identification of trends, root cause issues and developing appropriate action to drive resolution or maintain positive results.

• Use key business metrics and reporting information to create creative, and forward thinking plans to achieve or exceed business objectives quality standards and customer satisfaction.

• Accountable for talent management inclusive of developing talent pipelines, hiring, onboarding, goal setting, coaching and developing a highly engaged workforce.

• The successful incumbent will achieve these objectives through achievement of operational excellence, process improvements, financial discipline and development of innovative solutions to reduce year over year unit costs. In addition they will maintain a high degree of focus on employee engagement, inclusion and a positive work experience for our employees.

• Ability to manage change, negotiate and influence to drive change through the organization.

• Ability to lead a highly skilled team, providing critical support and direction while enabling resources to work autonomously

• Critical thinking to make quick and accurate real-time decisions to flex and deploy resources to deliver a positive customer experience

• Ability to manage a high performing remote team through clear communication, goal setting, coaching, development, and employee engagement.

• Ability to personally dig deep into business challenges and leverage others within the organization to develop solutions and best practices.

• Ability to drive and manage multiple, complex, large-scale business challenges across multiple functions

QUALIFICATIONS

• 5+ year experience as a manager and a track record of proven influence within the Insurance/Financial Services Industry. Proven, trusted leader and decision maker.

• Experience with Group Benefit Implementation is strongly preferred

• Experience working with group benefit insurance products (Life, AD&D, STD, LTD, Critical Illness, Accident, Hospital Indemnity, etc.) strongly preferred

• Bachelor’s degree or equivalent experience required.

• Consistent track record of meeting and exceeding business objectives.

• Team player with the ability to manage across multiple sites, functions and value chain partners

• Direct experience in leading teams through significant change, proven change hardiness

• Exceptional communication skills

• Hartford Way framework experience & Lean Six Sigma Yellow Belt or Green Belt certification are desired but not required

• Brings a strong background working across functional and organizational lines to understand the end-to-end customer experience and recommend improvements

• Experience in making recommendations that drove efficiency and/or improved customer experiences