Manager, Personal Lines Operations Process Team (Hybrid)

Hanover's Personal Lines Operations Manager

Hanover's Personal Lines Operations team is looking for a Manager to lead our Operations Process Team, based in either Worcester, MA or Howell, MI. This is an exciting opportunity to join a high-performing team within a company that values innovation, collaboration, and continuous improvement. We offer a flexible hybrid work model that supports both remote work and in-person engagement at our Worcester or Howell office locations. At Hanover, we are committed to building a workplace that reflects the diversity of the communities we serve. We believe that an inclusive, equitable, and diverse environment drives better outcomes for our employees, our customers, and our business. We welcome applications from all qualified professionals who are passionate about making a difference. This is a full-time exempt role. We encourage all qualified professionals to apply! Discover The Hanover Difference!

Position Overview :

This position has responsibility for daily oversight of a process improvement team across multiple sites. Sets objectives and tactics to drive execution of projects that build a highly engaged workforce, with a focus on achieving key business results. Responsible for managing the process intake and process improvement roadmaps, management of process management project software and reporting. Responsible for assessing the present and future employee resource needs; providing the leadership, mentoring and guidance necessary to build robust talent development plans and sustaining a high performing team.

In This Role, You Will

Talent / Performance Management : Responsible for hiring decision of employees and participates in identification of talent at all levels within scope of responsibility. Responsible to monitor volume and business plans, make timely staffing recommendations within established models. Ensure robust individual development plans for each team member and department level training plans to continually upskill the team. May participate in strategy development and decision making and is responsible for effective implementation for applicable unit / team. Responsible to identify and provide developmental opportunities through coaching and mentoring Authorize opportunities for technical and industry training as part of a personal and professional development program Develop a high-performance team through proactive and ongoing performance management by setting cascading goals, giving, and receiving feedback, documenting, and delivering performance reviews, addressing performance issues, creating, and implementing development plans while conforming to policies and other internal procedures. Responsible for salary administration recommendations that are directly linked to individual performance Participate in disciplinary action up to and including termination. Utilizes technology and talent management to increase efficiency and scalability to support growth and service initiatives Drive consistent adherence to best practices within and across teams and locations.

Daily oversight of resources, workflow, and processes : Tracking process intakes, various roadmaps, project delivery cycles, management process risks and mitigation strategies, and deloy change management practices. Ensure procedural writing and process mapping standards are adhered. Executive level presentations for department progress on objectives and monthly reporting of key project accomplishments. Effectively coach and develop manager and employee capabilities related to daily resource and workflow management. Responsible for developing short and long-term capacity / resource planning in partnership with senior management. Develop, recommend, and authorize implementation of continuous improvement initiatives which result in cost effective enhancements in quality and service. Assist managers / supervisors in their navigation of issues, coach to solution and assist in removing obstacles. Lead process improvement initiatives across sites and functions.

Builds positive relationships with internal / external customers to accomplish organizational goals : Champion cross-functional and cross site collaboration to identify & promote operations best practices. Drive consistent adherence to best practices. Act as an expert resource for direct reports, other teams, business units and PL leadership Responsible for communicating results / issues to upper level management. Lead initiatives that support business strategies and financial goals. Collaborate with business partners (State Managers, TSM, Account Managers, Underwriters and Agents, etc.) to proactively improve day-to-day service and successfully resolve issues that may arise. Collaborate with Distribution by participating in marketing meetings, agency and insured visits and other supporting activities Participate in cross functional projects or strategic initiatives as appropriate.

Depending on Specific Role, this position may have broad impact and scope across multiple areas of the business including : Consistently interacts directly with customers and agents. Point of contact for large scale issues / concerns needing research, resolution and follow up. Responsible for root cause analysis of client / agent issues / concerns as well as reporting and trending data. Responsible for coaching feedback on processing errors both on and offshore. Consistent collaboration and engagement with HTG, Product and Rating, Actuary, State Management, Underwriting, Project Management, Strategy, Performance Innovation, Operations and all business partners to ensure coordination of resources and risk mitigation. Responsible for making decisions regarding premium accommodations at an increased authority level.

What You Need To Apply

Bachelor's degree with 5+ years of relevant work experience with an emphasis on insurance or related field with a strong history of process improvement and / or project management experience 2-4 years prior management experience required. Strong operations management skills, including project and program management, process analysis, process design and change management Effective problem solver, who anticipates issues, seeks out and analyzes information collaboratively to propose solutions. Takes ownership for a successful resolution. Anticipates needs of the customer and takes a proactive approach to ensure they are met. Hires and develops the right people in the right place at the right time to deliver exceptional results and quality service. Thrives on reconciling multiple, competing issues and priorities. Able to maintain focus and accountability in ambiguous situations Effectively and creatively utilizes all resources (systems, people, etc.) to manage daily operations Strong people management skills, effective at coaching and motivating staff. Serves as a role model in building effective relationships Excellent communicator; communicates frequently in a clear, concise manner. Able to understand and articulate PL operations in a way that drives and achieves team(s) results Strategic Focus; Integrates and balances big-picture concerns with day-to-day activities. Effectively establishes consistency in execution across multiple teams

Preferred but not required : Lean Six Sigma Certification, PMP certified, or Change Management Certification