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AVP, Operations - Premium Audit

at Travelers in Augusta, Maine, United States

Job Description

Company Summary

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

Operations, Premium Audit

Target Openings

1

Job Description Summary

Reports to Vice President, Premium Audit. Acts as a key player in establishment and execution of strategic and tactical operational initiatives supporting Premium Audit. Ensures strategic initiatives are embraced and executed appropriately and fully support Premium Audit goals and objectives in line with department vision and strategy. Directs a team dedicated to support of Premium Audit, driving resolution of problems, change in strategic direction, optimization of operational effectiveness, communication, compliance, quality, service, productivity, systems rollout, education/training coordination, liaison activities between these entities and other Business Insurance entities. Assure all related activities are delivered in a manner consistent with customer service and expense management focus. Responsibilities would include business metric performance and adherence as well as identifying opportunities to improve business results, decrease costs, increase available capacity, improve accuracy and timeliness, change behaviors, redesign roles and functions, and improve operational controls.

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

This position may be based 100% remotely or in one of our offices.

Primary Job Duties & Responsibilities

+ Accountable to oversee and optimize operational effectiveness throughout the Premium Audit operation.

+ Participates and/or initiates strategic, as well as the tactical, policy, workflow and performance standards development/implementation.

+ Identify impediments to effective and efficient operation performance; introduce change in business operational processes and organizational behaviors that have a positive impact on bottom line results.

+ Generate new ideas to meet business needs.

+ Develop solutions to complex problems and assist in the implementation of recommendations which results in significant improvements in operational performance through redesigned workflows, proper staffing levels, redefined roles and responsibilities, productive behaviors and effective use of technology.

+ Participates and/or initiates long and short term business strategies for respective to continually enhance operational effectiveness enabling a competitive edge and effective achievement of Premium Audit strategic objectives.

+ Continually monitors activities of competition and acts appropriately to position the organization out in front.

+ Drive initiation, planning, approval process, oversight of processes and workflows and and execution of new or existing projects and initiatives that impact Operations, working with Premium Audit leaders, Operational Effectiveness, Project Managers, Finance to overcome obstacles and expedite project process and drive expected business outcomes.

+ Assesses current systems, best practices, quality, service and staff making adjustments to ensure operations stays in line with Business Insurance partner initiatives.

+ Partner with business areas to develop and implement operational and policy service strategies, policies and best practices. Ensure effective utilization of these strategies, policies, etc.

+ Review and analyze financial and operational results to monitoring operational effectiveness (i.e. timeliness, productivity, quality, Voice of the Customer etc.) taking corrective action as necessary. Provide analysis of management information to respective stakeholders working with them on tactical and strategic measures needed to improve results.

+ Act in a collaborative capacity with business partners to resolve problems/issues quickly. Establish priorities and make workflow decisions. Assure that our contractual commitments are met.

+ Manage and direct the effective implementation of new technologies and the utilization of existing systems.

+ Deploy systems, workflow, best practices, etc. changes and enhancements ensuring adequate training, communications and support.

+ Establish and maintain positive and productive relationships through on-going dialogue with leadership team. Meet with them to assess operations performance and identify/resolve issues/problems.

+ Perform all necessary staff management functions to support profit, growth and expense management goals. -Partner with business areas to develop and implement operational strategies, policies, workflow processes and standards. Ensure effective utilization of these strategies, policies, etc.

+ Direct and manage support activities to meet production goals; assure compliance and performance standards are achieved; provide management information as necessary; and utilize all available resources in a cost effective manner.

+ Establish priorities and make workflow decisions.

+ Assure that our contractual commitments are met.

+ Manage and direct the effective implementation of new technologies and the utilization of existing systems.

+ Resolve all operation matters resulting in bottleneck situations to assure business results are not negatively affected by operational problems.

+ Responsible for development and leadership of staff, ensuring development / leadership plans are in place.

+ Participate in major projects as assigned.

+ Develop, coach and mentor staff.

+ Perform all necessary staff management functions to support profit, growth and expense management goals.

+ Responsible for New Hire and on-going employee training programs.

+ Identification of employee opportunities and implementation of additional training to meet business needs.

+ Pivotal role in all senior leadership presentation development utilizing MI and financial analysis.

+ Drive accountability in maintaining appropriate and effective levels of customer service (internal) and develop and maintain all key performance indicators (KPIs) and service level agreements (SLAs) to achieve Premium Audit outcomes that drive efficiency and best practices. Set direction to ensure Premium Audit activities meet operational goals; assure compliance and performance standards are achieved; provide management information as necessary and utilize resources in the most cost-effective manner.

+ Proactively act in a collaborative capacity with constituents and stakeholders (for example: Underwriting, Billing, Product, Agents/Brokers, business and Operations leadership) to resolve problems/issues quickly and share relevant and timely information.

Minimum Qualifications

+ Bachelor’s Degree required.

+ Minimum 8 years experience in operations or related field required.

+ Minimum 3 years management experience required.

Education, Work Experience, & Knowledge

+ College degree in Business, Finance or Insurance preferred.

+ Prefer 9 or more years work experience.

+ Prefer 4 or more years managing staff.

+ Strong understanding of Property-Casualty products and services.

+ Systems/Technical background.

+ Demonstrated communication, problem solving, decision making and customer focus skills.

+ Demonstrated ability to support or manage and implement project tasks/projects.

+ Demonstrated ability to work independently and in a team environment.

+ Ability to set clear direction by defining goals and priorities.

+ Ability to evaluate and support the business needs.

+ Solid verbal and written communication skills.

+ Solid business knowledge

+ Training and development experience or education.

**Licensing

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Job Posting: JC192224151

Posted On: Sep 12, 2021

Updated On: Sep 24, 2021