|
|
|
|
|
|
|
|
|
|
|
|
|
|
Job Description
|
|
|
|
|
|
|
|
|
Unit Manager, Claim Services - homeshore second shift
|
|
|
|
793187
|
|
|
|
04/29/2010
|
|
|
CT-Windsor
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Return to Previous Page
|
|
|
|
|
|
|
|
|
|
|
|
|
Committed. Competitive. Constructing our Future.
That's Travelers. We are one of the leading insurance companies in the United States. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy, and a workplace in which you truly can make a difference.
|
|
|
|
Position requirements: The qualified candidate will need to be present in the Windsor, CT office for up to one week per month. Also, this position is a work from home (homeshore) second shift (2p-11p). In addition, the qualified candidate will be required to work one weekend day a week.
SUMMARY:
- Lead and direct claim support/customer service team or first party auto claim handling team ensuring efficient and effective implementation of strategic initiatives and operational goals.
- Coach, mentor and facilitate development of team members to maximize individual and organizational performance.
- Evaluate and manage performance objectives relative to quality, productivity and other office standards/goals as well as providing individual and team feedback on an ongoing basis.
- Recognizes all factors of performance, business results and personal effectiveness.
PRIMARY DUTIES:
Attract, Retain and Develop World Class Talent:
- Work with management to establish and implement a strategic staffing strategy; establish and maintain high recruiting standards to acquire high caliber of people with diverse skills and backgrounds.
- Motivate team members by providing training, honest constructive performance feedback and counseling.
- Effectively utilize reward system to distinguish top performers and significant achievements.
- Recognize all factors of performance, business results and personal effectiveness.
Provide Compelling Claim Services:
- Employ proper claim handling techniques to protect the integrity of our brand and providing consistent service quality and streamlined processes to add value for our customers.
- Develop & execute a strategic file management plan that achieves optimal file resolution and business results.
- Establish and monitor individual team goals based on the overall office objectives and adherence to Best Practices.
- Conduct quality file reviews per office/ best practices guidelines (Keep and Close).
- Coordinate work activity to ensure appropriate deployment of resources to maximize productivity and ensuring the highest level of service.
- Implement strategies and initiatives to improve file quality, customer service and manage costs.
- Anticipate operational challenges and plan proactively to address.
Partner for Mutual Success:
- Build and maintain partnerships with colleagues and business partners to promote an enterprise culture.
EDUCATION/COURSE OF STUDY:
- College degree preferred or equivalent work experience
WORK EXPERIENCE:
- Claim or operations experience (3-5 years)
- Production Management experience a plus
- Customer Service experience
- Call Center Metrics experience a plus
OTHER:
- Computer Skills including Microsoft Office
- Span of Control approximately 10-20 if claim support, 8-10 if first party auto, and may vary based on:
Team composition
Support or customer service functions
Claim Customer Service
Dispatch Unit
Field Operations Unit
First Party Auto (Keep and Close)
Glass Unit
Salvage Unit
Scanning Center
Experience of Staff
Leading the Business:
- Executes Business Strategy
- Leads Change
- Drive Results/Promotes Enterprise Culture
- Leading Others:
- Attract Top Talent
- Maximize individual and Organizational Performance
- Holds Others Accountable Aligns Rewards
- Creates and Sustains a Dynamic Workplace
Leading Self:
- Exhibits Courage, Conviction and Creditability
- Communicates Effectively and Influence Others
- Applies Critical Thinking
- Demonstrate Self-Awareness
|
|
|
|
Travelers is an equal opportunity employer. We actively promote a drug-free workplace.
|
|
|
|
|
|
|
|
|
|
|
|
Return to Previous Page
|
|
|
