Job details
Job type full-time
Full job description
The hanover insurance group is looking for a talented leader to join our company as director of service capabilitiesThis strategic leadership role will transform the training, development, quality and enrichment programs which support agent and customer facing service organization.
The hanover is a top employer and has been recognized as a forbes best mid-sized employers, human rights campaign foundation best places to work for lgbtq equality and a women on boards winning companyHanover is also a leader in corporate responsibility and community involvementYou can also expect competitive pay and comprehensive benefitsIf this is your type of employer, you may be hanover’s type of employee!
Position overview/summary:
As a key member of the pl operations leadership team, this leader will develop and guide strategy around employee learning, quality, and enrichment for an organization focused on service excellenceDirector of service capabilities will be a change catalyst to initiate needed culture and process improvements.
Director will lead a team of one manager with total span of control around 15 which support an organization of ~350 team members; position reports to an avp of pl operationsRole can be based out of worcester, ma, howell, mi or atlanta, ga offices; remote candidates who live in eastern or central time zones can be considered.
Responsibilities/essential functions:
This leader will own delivering service excellence across multiple departments by leading teams that is responsible for:
1Ensure pl operations training curriculum reflects service excellence and prepares team members in an ever-evolving environment.
ADevelop, improve, maintain, and deliver engaging new hire training for all phone and policy processing team members that introduces them to culture of customer centricity, key capabilities, and technical knowledge needed to thrive
BIdentify skills-based training needs throughout organization and partner with leaders to provide training solutions using variety of delivery methods
CSupport leadership development through identifying and implementing coaching curriculum
DDevelop training aligned with corporate initiatives including new product introductions, technology adoption, and new state entry readiness
2Develop and manage robust quality programs across all agent-facing and customer-facing disciplines
ACreate and maintain audit and quality monitoring programs that align with delivery of best-in-class service across the organization
BCollaborate with business leaders to ensure complete feedback loops exist for quality trend coaching resulting in dynamic coaching and continuous improvement
CIdentify recommendations for process, workflow, and tool improvements
3Oversee employee enrichment programs, focusing on recognition, appreciation, education and development, and relationship-building.
Required skills, knowledge, & experience and competencies:
A leader focused on being an inclusive decision maker, a talent developer, an agile innovator, a composed change agent and an enterprise integrator while unfailing demonstrating capabilities in collaboration, accountability, respect, and empowerment.
Proven ability to combine leadership, communication, business acumen, and innovation with expertise to drive higher performance and create strong business results.
Ideal candidate will have strong learning and quality background coupled with p & c industry related knowledge.
Deep knowledge of the learning and quality techniques, methodologies, and tools required to improve business processes, customer satisfaction and productivity.
Possess a process improvement mindset paired with methodology and proven track record in leading transformational change.
Experience with learning and quality vendor relationships including familiarity with selection and performance-based vendor management
Excellent communicator; communicates frequently in a clear, concise manner - adjusting approach appropriately to the audience
A skilled team builder who attracts, develops and retains the very best talent
Ideal candidate will have:
Bachelor`s degree with 6+ years of relevant work experience with an emphasis on learning and development and/or quality program leadership.
Industry recognized certifications and designations preferred
Proven experience leading cross functional / diverse teams – generally 3+ years of experience.
Physical 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
Eeo statement:
“the hanover values diversity in the workplace and among our customersThe 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 disabilitiesIf you require a reasonable accommodation, as a candidate for employment, please inform the hanover talent acquisition office.
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