The Hartford Director, Sales Process Owner, Personal Lines Operations in HARTFORD, Connecticut

Title: Director, Sales Process Owner, Personal Lines Operations

Location: United States-Connecticut-Hartford

Job Number: 1702269

Director, Sales Process Owner

Personal Lines Operations

Hartford, CT


The Director, Sales Process Owner will report to the Vice President, Personal Lines Sales and will drive the design, development and implementation of strategies and projects for effective and efficient process management and continuous improvement. He/she will drive the Process Owner model and change management methodology to drive process improvement strategies positively impacting the Personal Lines business profitability. He/she will lead process change aligned with the personal lines strategic operating plan and retention strategy while creating efficient processes and driving out cost.


  • Drive sales process improvement strategies. Scope, plan and manage projects with on time delivery that enhance business profitability and reduce expense.

  • Establish and execute remediation efforts resulting from business conditions, process variations, or other challenges that create a need to evaluate and modify processes.

  • Key contributor to the development and implementation of short and long term strategic direction for Sales team.

  • Establish an end to end process discipline to drive process management and continuous improvements.

  • Collaborate with key business partners to build consistent customer experience across channels, and leverage partner expertise to enhance projects.

  • Drive Operations Retention initiatives including the identification, evaluation and execution of the Operations specific retention activities.

  • Identify best practices, collect and analyze internal and external benchmarking information and third party assessment data and provide input into the identification of best practices

  • Drive continuous improvement, process certification, scorecards, lead Process Optimization efforts, Quality expectations, Innovation Pipeline and IKE updates.

  • Maintain a SharePoint site with all projects and documented process flows for business activities.

  • Ensures projects and continuous improvement initiatives align with the Personal Lines business strategy.

  • Demonstrates understanding of downstream implications (positive and negative) of process change and proactively mitigates risk.



  • Requires experience in Sales, Underwriting or Operations

  • Five years project management/process improvement experience.

  • Bachelor’s degree required.

  • Lean Six Sigma Black Belt designation required.

  • Analytical skills and strategic view across multiple business areas

  • Requires ability to drive projects to completion and effectively partner with resources within/outside of direct control.

  • Excellent influence management capabilities to positively drive change across multiple constitutes with varying priorities and accountability.

  • Ability to prioritize work and manage staff capacity effectively

  • Willingness to push back and challenge the status quo.

  • Can present concepts effectively to senior leaders and is visible and credible with employees and business partners across the team and business unit.

  • Demonstrates effective negotiation and conflict management skills.

  • Ability to translate data into information and create visual illustrations of business progress and trending.

  • Demonstrated experience driving efficiencies and productivity.

  • Identifies barriers and takes corrective action to address/resolve/remove barriers.

  • Excellent attention to detail, time management, problem solving, interpersonal and communication skills.

  • Ability to think out of the box and provide creative solutions.

Behaviors at the Hartford

  • Deliver Outcomes – Demonstrate a bias for speed and execution that serves our shareholders and customers.

  • Operate as a Team Player – Work together to drive solutions for the good of The Hartford.

  • Build Strong Partnerships – Demonstrate integrity and build trust with others.

  • Strive for Excellence – Motivate yourself and others to achieve high standards and continuously improve.

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age


Job: Business Org Effect.