The Hartford Service Operations Manager in SCOTTSDALE, Arizona

Title: Service Operations ManagerLocation: United States-Arizona-ScottsdaleJob Number: 1801321The Scottsdale, AZ Personal Lines Operations Team is seeking a qualified candidate for an exciting leadership opportunity. This position has responsibility for managing a team of front line Service Operations staff. Accountabilities include meeting/exceeding performance standards for service, quality, productivity, and customer expectations. The ideal candidate will be responsible for coaching, performance management, staff development, compensation administration, interviewing/hiring, communications, staff direction and team building. This position must work effectively with business partners and other leaders in achievement of performance goals and initiatives.  A successful candidate will be accountable for supporting initiatives, driving consistency in processes and participating in projects. Additional responsibilities include:



Leading & managing a unit of Services Operations staff team in a dynamic, fast paced production environment.

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

Meeting and exceeding service measurements, quality standards and customer service expectations.

Effectively supporting and driving operational results and leading the team through changes and new initiatives through effective coaching and communication.

Inspire and motivate team members to achieve optimal performance and provide coaching skill development to meet required performance expectations for both phone and non-phone transactions.

Develop & employ strategies to address staff retention, turnover and engagement.

Align and manage resources to achieve excellent quality and metric results while maintaining financial discipline.

Work collaboratively with other departments to help the organization achieve and maintain superior performance and continuous process improvement.

Act as a Performance enabler by remaining positive, motivating and removing obstacles for staff.

Develop and implement improvements such as cross training efforts while managing change initiatives with Process Optimization projects and supporting the Future State model for Consumer Operations

Continuously look for efficiencies by streamlining processes and performing metric timings on paper transactions

Driving employee engagement throughout the team and organization


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



2 years coaching, mentoring, supervisory or management experience

Insurance experience a plus

Bachelor's degree preferred or equivalent management experience.

Proven strong leadership, performance management and coaching skills to build a high performing team while defining clear accountabilities and expectations

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

Good organizational, time management, delegation and decision making skills

Influencing and effective change management skills

Excellent Interpersonal, communications (written & verbal) and strong relationship building skills

Results-oriented, drives accountability to all levels of the organization

Strong planning and execution capabilities

Solid critical thinking and proven track record of delivering excellent results

Ability to manage diverse work teams through inclusive management and demonstrated behaviors for positive employee engagement

Hours :  Candidates will be working Monday-Friday, 10:30-7:00pm with 1 night until 9pm. They will also work a rotational Saturday. Job: Serv Executive ManagementPrimary LocationUnited States-Arizona-ScottsdaleOther LocationsScheduleFull-timeJob LevelManagerEducation LevelBachelor's Degree (±16 years)Job TypeStandardShiftDay JobEmployee StatusRegularOvertime StatusExemptTravelNoPostingApr 30, 2018, 3:59:33 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.