The Hartford Bond Service Manager in BREA, California

Title: Bond Service ManagerLocation: United States-New Jersey-MorristownOther Locations: United States-California-Brea, United States-Arizona-Scottsdale, United States-Texas-FriscoJob Number: 1800617The Bond Service Manager is a front-line supervisor responsible for managing a small or medium-sized function/product service area or part of a major function/product service area

Facilitate a high performance culture by aligning individual goals, differentiating performance through evaluation and recognition, and managing performance improvement issues swiftly and appropriately

Ensure all employees in your area have clear objectives, performance reviews and receive ongoing coaching and feedback (thoroughly applying PSC coach model where applicable)

Ensure all non exempt processes including PTO tracking/reporting is completed according to timelines and policies

Accountable for all staff communications, including hosting staff meetings and providing team updates on people, process and technology related initiatives

Actively demonstrate the behaviors which underscore our organizational values and promotes engagement: integrity, teamwork, financial discipline, winning spirit, diversity and inclusion, and customer focus; hold others accountable for same

Understand and manage the components of turnover and retention

Accountable for team performance based on business metrics and balanced scorecard reporting

Engage in building capacity models at the unit cost level

May make financial recommendations into the employee relations section of the budget

Follow and adhere to expense management guidelines

Ensure staff understands and complies with all THIP policies and procedures and that all security/data breaches are reported appropriately

Have thorough knowledge of sub-process SOX controls and ensure process changes that impact controls are updated

Utilize key interaction data to understand the link between agent and team performance and the customer experience

Identify trends and central tendencies within area of influence

Combines operational data and coaching skills to help employees self-discover areas for improvement

Leverage key operational data to understand and improve employee, team and process quality

Identify and resolve customer problems, balancing the needs of the customer and the company

Collaborate with business partners to work across functional and organizational lines to understand the end-to-end customer experience and recommend improvements

Makes valueable contributions when asked to participate in projects?Qualifications:

Bachelors degree preferred

Operational management

Change management

Leadership experience

Good communcation skills


Breadth of business and industry knowledge (process and systems)Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or ExpressionJob: Serv Executive ManagementPrimary LocationUnited States-New Jersey-MorristownOther LocationsUnited States-California-Brea, United States-Arizona-Scottsdale, United States-Texas-FriscoScheduleFull-timeJob LevelTeam LeaderEducation LevelAssociate's Degree (±13 years)Job TypeStandardShiftDay JobEmployee StatusRegularOvertime StatusExemptTravelYes, 10 % of the TimePostingMar 7, 2018, 6:24:15 PMRemote Worker OptionNoThe Hartford is an equal employment and affirmative action employer. All qualified applicants will receive consideration without regard to race, color, sex, religion, age, national origin, disability, veteran status, sexual orientation, gender identity or expression, marital status, ancestry or citizenship status, genetic information, pregnancy status or any other characteristic protected by law. The Hartford maintains a drug-free workplace and is committed to building inclusion and leveraging diversity.