Operations

1

Under general supervision, this job will lead, manage, and develop Account Managers. Responsible the results of team as well as coaching and development of team members. Participates in strategic planning as well as implementing and maintaining the tactical goals.

What Will You Do?

• Participate in the implementation of long and short term business strategies to effectively achieve policy service objectives.
• Participate in the implementation of operational and policy service strategies, policies, workflow processes and standards. Ensure effective utilization of these strategies, policies, etc.
• Implement and participate in the development of tactical business planning and monitoring decisions/activities designed to support underwriting decisions which are consistent with business retention goals.
• Drive and manage day-to-day activities to meet production goals, ensure compliance, audit, performance and quality standards are achieved and maintained at the defined service level agreements utilizing all available resources in a cost effective manner.
• Manage the effective implementation of new technologies and the utilization of existing systems and provide management information reports as required.
• Resolve operational 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 underwriting management and Account Executives. Meet with them to assess operations performance and identify/resolve issues/problems.
• Develop and maintain effective relationships with internal resources to coordinate the delivery of all related services to clients.
• Liaise with other managers sharing progress, lessons learned, successes, etc.
• Continually look for improvements in workflows, processes, and data.
• Drive results by implementing appropriate performance expectations/management.
• Effectively coaches and mentors employees while raising the performance bar.
• Recognizes and motivates employees to ensure a positive work environment.
• Provides all necessary staff management functions to support profit, growth, and expense management goals in the region.
• Maintain an appropriate level of customer service.
• Participate in major projects as assigned.
• Other duties as assigned.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?

• College or University degree.
• Typically has a minimum of 3 years experience in managing and developing Teams in the Insurance Industry.
• Success in a team oriented environment.
• Experience in a structured office environment.
• Communication:
• Strong communication (written and verbal), influencing, negotiating, listening, and interpersonal skills to effectively develop/maintain productive internal and external relationships.
• Effectively communicates with colleagues on team, Account Executive, Segment Leaders, Operations Managers, Operations Director and Senior Management.
• Ability to communicate difficult decisions without jeopardizing relationships.
• Ability to communicate with confidence and influence outcome of interactions.
• Identifies and develops industry networks to solicit information and promote Travelers Canada products.
• Interpersonal Development:
• Work well independently as well as in a team environment.
• Collaborate with colleagues on team, Account Executives, Segment Leaders, Operations Managers, Operations Director and Senior Management.
• Participates in industry functions to increase visibility in the marketplace, network with key players in the industry, and increase knowledge of the industry.
• Promote the growth and development of less experienced staff members and foster an energized environment.
• Participate in projects having an impact on the business.
• Assist in development of all Operations staff. May conduct formal training on key functions of the position.
• Keep Senior Management apprised regarding service standard trends.
• Act as a technical resource to newer or less experienced employees and customers both internal and external.
• Decision Making:
• Ability to make quick, sound decisions and recommendations with appropriate decision basis and negotiate terms and conditions.
• Ability to think strategically and to understand a situation (accounts, competitive environment, product changes) and develop a strategy to achieve the desired outcome.
• Recognizes and selects highly talented professionals
• Technical Skills:
• Proficient in all segment products.
• Advanced analytical skills.
• Advanced workflow and process analysis skills as required for Operations.
• Ability to use all technology tools proficiently.
• Provides new ideas for improving operational efficiencies.
• Strong understanding of process improvement
• Self Management:
• Possesses a strong work ethic and displays a sense of urgency in completing all tasks.
• Reflects a high level of ownership in completing all tasks.
• Smoothly integrates procedural changes into daily routine.
• Ability to overcome obstacles.
• Work well independently as well as in a team environment.
• Detail oriented.
• Ability to managed workload without assistance.
• Consistently meets customer expectations.
• Highly motivated to meet requirements of position.
• Customer Experience:
• Demonstrates strong customer service skills.
• Demonstrates productive client relationships in support of business objectives.
• Successfully identifies situations where minimum service standards should be exceeded.
• Supports other team members
• Insurance applicable designations would be an asset, such as CIP/FCIP and CRM(List required or preferred licensing/certificates as appropriate.

What is a Must Have?

• High school diploma or equivalent.
• Three years operations work experience in property and casualty insurance.

Equal Employment Opportunity Statement

Travelers is an equal opportunity employer. We are committed to providing accommodation to persons with disabilities. If you require accommodation during the recruitment or interview process we will work with you to accommodate your needs.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.