Director PL Operations - Sales
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POST DATE 9/12/2016
END DATE 10/18/2016
JOB DESCRIPTIONDirector PL Operations - SalesJob ID #:
Atlanta, GAFunctional Area:
22001 - Personal Lines OperationsPosition Type:
Full - Time Education Required:
Bachelors DegreeExperience Required:
More than 10 years Relocation Provided:
Job DescriptionWhere Great People Build Successful Careers.The Hanover is seeking a Director of Personal Lines Operations - Sales to join our growing team in our Atlanta, GA office.Position Overview/Summary:
This position leads, manages and develops the Personal Lines cross-functional and or cross-site teams to deliver and improve target operating results on a regional, state and agency level. Focused on building capability of the sales function and partnering with key stakeholders to drive metrics and results. Creates and translate strategic plans and align resources to ensure success. Key member of the Leadership team responsible for working across functional and organizational lines to deliver support, resources, and results.Responsibilities/Essential Functions:
- Responsible for building an effective sales operation that can support the sales channel- Supports different types of distribution methods and affinity channels- Collaborates directly with the CSC service team to deliver a sales through service model- Partners with process and technology teams to design new processes and evolve capabilities- Partners with marketing to fulfill campaigns- expected to be fully engaged in the design and executionTalent/Performance Management- Develop leaders as part of succession planning / Promote talent management for succession planning- Leads decisions for hiring Managers within their operation- Responsible to monitor volume and business plans, make timely staffing recommendations within established models- Leads strategy development and decision making and is responsible for effective implementation for applicable unit/team.- Responsible to identify and provide developmental opportunities through coaching and mentoring- Leads performance management by setting cascading goals, giving and receiving feedback, documenting and delivering performance reviews, addressing performance issues, creating and implementing development plans while conforming to policies and other internal procedures- Responsible for salary administration recommendations that are directly linked to individual performance- Utilizes technology and talent management to increase efficiency and scalability to support growth and service initiativesStrategic oversight of resources, workflow and processes- Create and own business performance objectives for area of responsibility. Owns bottom line performance against plans.- Champions process management, analysis, & design to deliver best-in-class response times, & output quality.- Drives & coordinates process to continually improve service, reduce expense, increase responsiveness & flexibility, & manage growth & change- Promotes and builds a flexible and responsive operating model. Ensures consistent, timely delivery of service to Agents and Field. Develops and improves processes and resources to respond quickly and effectively to both routine and ad-hoc requests for service and support from Agents, Field and Compliance.- Develops and uses cost-benefit analyses for resource and program prioritization. Evaluates and resolves competing priorities based on forecast and desired outcomes, and tracks and adjusts both priorities and resources based on measured resultsBuilds positive relationships with internal/external customers to accomplish organizational goals- Champion cross-functional & cross site collaboration to identify & promote operations best practices.- Effectively leads & coordinates activities between site & shared resources, including Analysts, Training, Quality Assurance, Financial Operations, & Technology.- Lead, create & support key relationships with Agents, Field, State Management, & internal & external stakeholders.- Act as an expert resource for direct reports, other teams, business units and PL leadership- Responsible for communicating results/issues to senior level management.- Lead initiatives that support business strategies and financial goalsPosition RequirementsRequired Skills, Key Competencies and Experience:
- Bachelors degree with 10+ years of relevant work experience with an emphasis on insurance or risk operations including contact/call center, underwriting & process/production management.- Insurance background preferred- Inbound/outbound call center sales experience- Must have experience with risk based products- Proven experience with digital or direct marketing- Experience with inbound/outbound sales environment- Proven experience leading cross functional / diverse teams - generally 6+ years of experience.- Excellent coaching skills. Develops managers into leaders; navigates & directs teams to effective outcomes across functional & organizational lines.- Strong operations management skills, including project and program management, process analysis and design.- Strong analytical skills- able to reconcile & resolve multiple & conflicting data to drive effective operational & business decisions.- Superior communication skills- written verbal, and presentation. Can articulate and support conclusions based on hard data and analysis. Able to negotiate mutually beneficial solutions both internally and externally. Comfortable and adept in communicating with both technical and non-technical stakeholders.- Leadership- demonstrates maturity, confidence, and ability to lead and manage change in a dynamic environment. Comfortable working in both collaborative and challenging circumstances and uses appropriate techniques in each.- Thrives on reconciling multiple, competing issues and priorities. Able to maintain focus and accountability in ambiguous situations.- Thinks strategically; executes tactically while maintaining consistency of action & integrity of outcomes across operations functions.- Effectively establishes consistency in execution across multiple teamsPhysical Demands and Work Environment:
- Ability to use a personal computer and other standard office equipment- Ability to travel as necessary- Ability to sit and/or stand for extended periods- Ability to work in a fast paced, stressful environment.Recognized as one of America's Best Employers by Forbes, The Hanover is proud to be among the top property and casualty insurers in the United States. The Hanover offers a collaborative environment where you'll gain new experiences and grow your career. The Hanover offers comprehensive benefits to help you stay healthy, build financial security, and maintain work/life balance. At The Hanover, you'll enjoy what you do and have the support you need to succeed.EEO statement:
'The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.'The Hanover Insurance Group does not accept unsolicited Agency resumes. The Hanover Insurance Group will not pay fees to any third party agency or firm that does not have a signed 'Employment Agency Agreement' already on file with Human Resources - The Office of Talent Management. .