Our customer care team is currently seeking an AVP, Claims Operations in our Worcester, MA or Howell, MI locations. This is a full time/exempt role.

POSITION OVERVIEW:

This position leads, manages and develops the Claim Shared Services strategy, transformation, resource plan and people for the Customer Care Team/call center, Central Support Services and Document Management. In partnership with the Claims Senior Leadership Team, this position will develop and implement strategic solutions for this multi-discipline team. It will create, monitor and ensure adherence to its budget, identify and own strategic vendor relationships, and ensure vendors meet or exceed quality expectations. It will partner with senior leaders across all Claims’ lines of business to design and implement efficient, effective, and aligned solutions that improve target operating results and integrate seamlessly with adjusting operations.

Innovation and Change Management

• Continuously innovates to improve service, reduce operating expenses, increase responsiveness, and
• drive a positive employee experience.
• Effectively leads initiatives and/or manages transformation in support of business strategies and
• financial goals.
• Leverages best in industry practices to optimize operations and deliver best in class efficiency and
• quality across all functions under leadership.
• Stabilizes performance and maintains continuity approaching, during and following transformational
• change.
• Balances competing priorities effectively to deliver to objectives and meet expectations.

Strategic Oversight of Resources, Workflow and Processes

• Managing strategic vendors who support operational workflows, processes or claims outcomes to
• ensure quality and customer experience meets our standards.
• Developing and managing operational budgets and resource plans.
• Analyze financial and business outcome activity, and effectively communicating trends to both
• technical and non-technical stakeholders.
• Delivers exceptional customer moments of truth consistent with the Hanover brand through effectively
• designed organizational structure, strategic vendor partnerships, impactful use of technology tools and
• operational leadership that effectively supports all lines of business and Claims operations nationwide.
• Employs enterprise integration to design digital solutions and manual processes that deliver a smooth
• handoff from claim creation and back-office support to adjusting operations.
• Creates and owns business performance objectives for areas of responsibility and is accountable for
• bottom line performance against goals.
• Uses data effectively to drive leadership alignment, management insights, informed actions, and
• achievement of objectives.
• Drives process management, analysis, and solution design to deliver exceptional response times and
• quality results.
• Demonstrates flexibility, influences effectively, manages growth and champions change.
• Builds positive partnerships with internal/external customers to accomplish organizational goals.
• Responsible for effectively communicating results, issues and recommendations to senior leadership.

Talent/Performance Management

• Evaluating and managing the present and future resource needs within Claims Shared Services and strategic vendor partners.
• Translating strategic plans and goals for efficient execution by direct reports, and aligning and managing resources to ensure achievement of strategic goals.
• Building a highly engaged workforce of leaders focused on achieving key critical customer and business results through impactful, alignment management of their teams and providing appropriate leadership, mentoring and guidance.
• Designs the organization and resource plans to support timely staffing recommendations within established models.
• Utilizes technology and talent management to increase efficiency and scalability in support of growth and service initiatives.
• Leads direct reports to manage levels of proficient resources to deliver on objectives both within The Hanover and at strategic vendor partners, including contingency and crisis management resources when needed.
• Develops talent in a manner that minimizes time to proficiency.
• Anticipates and prepares for talent migration through career mobility in resource planning, both in front line and leadership ranks.
• Collaborates with managers on hiring within their teams.
• Leads direct reports to identify talent with potential, communicate career pathing options, and provide development support through training, coaching, and mentoring.
• Effectively leads performance management by setting and cascading goals, giving and receiving timely feedback, documenting and delivering performance reviews for direct reports, promptly addressing performance issues, creating and implementing development plans.
• Effectively administers total rewards and recognition in correlation with individual performance.

• Bachelor’s degree and 5 or more years of successful operations management experience required, with emphasis on managing through transformational change, leading contact centers efficiently, and designing efficient and effective administrative support operations
• Demonstrated ability to manage innovation initiatives or programs, including design and
• implementation of effective solutions.
• Growth mindset and track record of effectively leading through change.
• Critical thinker and problem solver who recognizes evolutionary opportunities, then collaborates effectively to develop solutions that deliver impactful business solutions.
• Effective organizational, relationship building and decision-making skills.
• Demonstrates creativity with ability and drive to deliver new ideas.
• Excellent coaching skills that develop managers into leaders
• Navigates and directs teams to effective outcomes across functional and organizational lines.
• Superior communication skills – written, verbal and presentation – effectively delivered to all levels of the organization.
• Articulates and supports conclusions based on data and analysis.
• Demonstrates maturity, confidence and ability to lead and manage change in a dynamic environment.
• Ability to reconcile multiple, competing issues and priorities.
• Maintains consistency of action and integrity of outcomes across operational functions
• Demonstrates relevant knowledge and skills to deliver effective leadership, technical direction, performance management and change management.
• Values diversity and leads inclusively.