Job description

For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.

Our Specialty team is currently seeking a Business Operations Manager for the Professional Liability Underwriting Associate Team. This is a full time, exempt role.

POSITION OVERVIEW: This position will have responsibility for managing a group of employees within the Professional Liabilty business unit. The Operations Manager is responsible for overseeing the day-to-day operations of the department. Additionally, incumbents plan and oversee the implementation of business initiatives and programs, including world class customer service and quality and are responsible for building and managing relationships with key constituencies.

IN THIS ROLE, YOU WILL:

• Work with employees on 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.
• Work closely with team members to facilitate and drive ongoing, action-oriented development and career planning.
• Responsible to identify and provide developmental opportunities through coaching and mentoring.
• Partner with team members to provide daily coaching and support and drive results through the team.
• Responsible for the Performance Review Process, including salary administration recommendations, that is directly linked to individual performance for their team.
• Responsible for hiring/onboarding of new members to the Team.
• Assess and address Team training needs/skillset gaps. Ensure appropriate work is assigned to maintain new skillset.
• Responsible for day-to-day operating metrics across CL Operations to meet the expectations of the Shared Service Level Agreements across Operations.
• Deliver outstanding customer service through driving quality initiatives, service initiatives and continuous process improvements for their team.
• Plan and facilitate employee meetings (i.e. huddles, team meetings). Facilitates opportunities for experiential learning (i.e. job shadows, invite guest speakers, etc.).
• Participates on projects to ensure sustainable processes, scalability, and talent management.
• Interact and collaborate with offshore teams to ensure successful outcomes.
• Assess business demand and ensure proper resources and skill sets to meet department performance objectives.
• Communications internally, across team structures, geography, and departments within the company. Externally, with sourcing partners. With staff, field and agents.
• Collaborate with business partners (Operations Managers, Underwriters and Agents, etc.) to proactively improve day-to-day service and successfully resolve issues that may arise
• Begin to seek out and network across the enterprise to understand workflows, processes and outcomes.

WHAT YOU NEED TO APPLY:

• Bachelor’s Degree, and/or industry experience/designation preferred
• Knowledge of MS Office Suite
• 3+ years of related experience
• Prior supervisor or team lead experience preferred
• Strong organizational and time management skills.
• Excellent interpersonal skills, including strong customer service phone skills.
• Strong written and verbal communication.
• Solid understanding of business technologies and workflows.
• Ability to work independently as well as in a team.
• Ability to exercise initiative, decision making and judgment.

CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.

BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.

Benefits include:

• Medical, dental, vision, life, and disability insurance
• 401K with a company match
• Tuition reimbursement
• PTO
• Company paid holidays
• Flexible work arrangements
• Cultural Awareness Day in support of IDE
• On-site medical/wellness center (Worcester only)
• Click here for the full list of Benefits

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.”

As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: HRServices@hanover.com and include the link of the job posting in which you are interested.

Privacy Policy:
To view our privacy policy and online privacy statement, click here.

Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here.

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