The Hartford
GB Customer Contact Center (CCC) Director - Hybrid
The Hartford, San Antonio, Texas, United States, 78208
Director Operations - OO06CE
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
The GB Customer Contact Center (CCC) Director is part pf the leadership team that oversees the day-to-day operations of the claims contact center, ensuring efficient and effective handling of customer inquiries and new claim intake. This role involves managing a team of Team Leaders and Customer Relationship Specialists, developing, and implementing policies and procedures, and driving continuous improvement in service quality and efficiency. This role will partner closely with other departments to align contact center operations with overall business objectives to ensure a seamless claimant experience.
** This position can be filled as a Tier 7 or Tier 6 based on experience.
WORK ARRANGEMENTS:
This role has a Hybrid work arrangement. Candidates who live near one of our office locations, (Charlotte, NC, San Antonio, TX, Lake Mary, FL, Naperville, IL, Scottsdale, AZ, Hartford, CT) will have the expectation of working in an office 3 days a week (Tuesday through Thursday).
RESPONSIBILITIES:
Coaching & Development: Develop talent and bench-strength by employing GROW coaching methodology and motivating team members to achieve their highest potential while ensuring talent retention.
Operational Oversight: Oversee daily operations of the claims contact center, including staffing, scheduling, and workload management to ensure timely and accurate processing of claims.
Performance Monitoring: Establish and monitor key performance indicators (KPIs) to measure the efficiency and effectiveness of the contact center. Implement improvement initiatives based on performance data.
Customer Focus: Ensure a high level of customer satisfaction through Process Confirmations, handling escalated issues, and implementing customer feedback to drive continuous improvements.
Change Management: Ability to articulate the vision of the organization and make connections to strategy, goals, and their mission, communicate a compelling case for change, and demonstrate the use of the ADKAR model.
QUALIFICATIONS:
3+ years GB product knowledge
5+ years leadership experience
Proven track record leading high performing teams, including experience managing leaders.
Ability to build and maintain productive relationships with business partners and functional leads.
Strong influencing skills and experience.
Experience leading and driving large projects and initiatives.
Strategic thinking skills with the ability to see the big picture.
Proven track record of setting goals and delivering results.
Demonstrated ability to drive business plans and achieve results.
Strong verbal and written communication skills.
Bachelor’s degree preferred.
Travel on a quarterly basis.
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$119,520 - $179,280
Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
About Us (https://www.thehartford.com/about-us) | Culture & Employee Insights (https://www.thehartford.com/careers/employee-stories) | Diversity, Equity and Inclusion (https://www.thehartford.com/about-us/corporate-diversity) | Benefits (https://www.thehartford.com/careers/benefits)
Human achievement is at the heart of what we do.
We believe that with the right encouragement and support, people are capable of achieving amazing things.
We put our belief into action by ensuring individuals and businesses are well protected, and by going even further – making an impact in ways that go beyond an insurance policy.
Nearly 19,000 employees use their unique talents in careers that span a variety of disciplines – from developing the latest technology to creating and promoting our products to evaluating future financial risks.
We’re also committed to programs that drive education and support volunteerism, which put human beings first. We do it because it’s the right thing to do, and because when our customers, communities and employees succeed, we all do.
About Us (https://www.thehartford.com/about-us)
Culture & Employee Insights (https://www.thehartford.com/careers/employee-stories)
Diversity, Equity and Inclusion (https://www.thehartford.com/about-us/corporate-diversity)
Benefits (https://www.thehartford.com/careers/benefits)
Legal Notice (https://www.thehartford.com/legal-notice)
Accessibility StatementProducer Compensation (https://www.thehartford.com/producer-compensation)
EEO
Privacy Policy (https://www.thehartford.com/online-privacy-policy)
California Privacy Policy
Your California Privacy Choices (https://www.thehartford.com/data-privacy-opt-out-form)
International Privacy Policy
Canadian Privacy Policy (https://www.thehartford.com/canadian-privacy-policy)
Unincorporated Areas of LA County, CA (Applicant Information)
We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.
The GB Customer Contact Center (CCC) Director is part pf the leadership team that oversees the day-to-day operations of the claims contact center, ensuring efficient and effective handling of customer inquiries and new claim intake. This role involves managing a team of Team Leaders and Customer Relationship Specialists, developing, and implementing policies and procedures, and driving continuous improvement in service quality and efficiency. This role will partner closely with other departments to align contact center operations with overall business objectives to ensure a seamless claimant experience.
** This position can be filled as a Tier 7 or Tier 6 based on experience.
WORK ARRANGEMENTS:
This role has a Hybrid work arrangement. Candidates who live near one of our office locations, (Charlotte, NC, San Antonio, TX, Lake Mary, FL, Naperville, IL, Scottsdale, AZ, Hartford, CT) will have the expectation of working in an office 3 days a week (Tuesday through Thursday).
RESPONSIBILITIES:
Coaching & Development: Develop talent and bench-strength by employing GROW coaching methodology and motivating team members to achieve their highest potential while ensuring talent retention.
Operational Oversight: Oversee daily operations of the claims contact center, including staffing, scheduling, and workload management to ensure timely and accurate processing of claims.
Performance Monitoring: Establish and monitor key performance indicators (KPIs) to measure the efficiency and effectiveness of the contact center. Implement improvement initiatives based on performance data.
Customer Focus: Ensure a high level of customer satisfaction through Process Confirmations, handling escalated issues, and implementing customer feedback to drive continuous improvements.
Change Management: Ability to articulate the vision of the organization and make connections to strategy, goals, and their mission, communicate a compelling case for change, and demonstrate the use of the ADKAR model.
QUALIFICATIONS:
3+ years GB product knowledge
5+ years leadership experience
Proven track record leading high performing teams, including experience managing leaders.
Ability to build and maintain productive relationships with business partners and functional leads.
Strong influencing skills and experience.
Experience leading and driving large projects and initiatives.
Strategic thinking skills with the ability to see the big picture.
Proven track record of setting goals and delivering results.
Demonstrated ability to drive business plans and achieve results.
Strong verbal and written communication skills.
Bachelor’s degree preferred.
Travel on a quarterly basis.
Compensation
The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:
$119,520 - $179,280
Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age
About Us (https://www.thehartford.com/about-us) | Culture & Employee Insights (https://www.thehartford.com/careers/employee-stories) | Diversity, Equity and Inclusion (https://www.thehartford.com/about-us/corporate-diversity) | Benefits (https://www.thehartford.com/careers/benefits)
Human achievement is at the heart of what we do.
We believe that with the right encouragement and support, people are capable of achieving amazing things.
We put our belief into action by ensuring individuals and businesses are well protected, and by going even further – making an impact in ways that go beyond an insurance policy.
Nearly 19,000 employees use their unique talents in careers that span a variety of disciplines – from developing the latest technology to creating and promoting our products to evaluating future financial risks.
We’re also committed to programs that drive education and support volunteerism, which put human beings first. We do it because it’s the right thing to do, and because when our customers, communities and employees succeed, we all do.
About Us (https://www.thehartford.com/about-us)
Culture & Employee Insights (https://www.thehartford.com/careers/employee-stories)
Diversity, Equity and Inclusion (https://www.thehartford.com/about-us/corporate-diversity)
Benefits (https://www.thehartford.com/careers/benefits)
Legal Notice (https://www.thehartford.com/legal-notice)
Accessibility StatementProducer Compensation (https://www.thehartford.com/producer-compensation)
EEO
Privacy Policy (https://www.thehartford.com/online-privacy-policy)
California Privacy Policy
Your California Privacy Choices (https://www.thehartford.com/data-privacy-opt-out-form)
International Privacy Policy
Canadian Privacy Policy (https://www.thehartford.com/canadian-privacy-policy)
Unincorporated Areas of LA County, CA (Applicant Information)