Director Service Operations
The Hartford - Horsham, PA

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Reporting to the Assistant Vice President, the Director is responsible for leading a Sales and Service Department responsible for providing sales and customer service support for members of the AARP Health Insurance Programs. This individual is expected to be a strong leader, strategic thinker, and a collaborative business partner that can deliver positive customer experiences through contact center operational effectiveness and efficiency.


Leading and directing staff of 150+ (10-15 direct reports) to the achievement of operational performance goals

Communicate vision, expectations, goals, and deadlines and motivate others through inspirational leadership

Executing initiatives that are results-focused for delivering business and financial results through customer service, customer satisfaction, quality, work processes/production, productivity and employee satisfaction

Responsible for delivering operational excellence, achieving service performance and sales conversion results, supporting excellence in customer contacts and expense management

Accountability of this position extends to the execution of service and sales processes in an effective, efficient, compliant and consistent manner

Partner with Finance on the monthly variance analysis, forecasting and budgeting activities

Responsible for coaching staff to quality, productivity, development needs and performance needs

Provides ongoing feedback via coaching sessions, one-on-one interactions and performance reviews


erves as mentor for ongoing development of managers at all stages of career and performance

Foster an open and trusting work environment. Must work collaboratively with senior management and peers in development of service strategies, processes, and procedures

Partner with peer managers to drive continuous improvement and share best practices in a complex matrix environment

Model desired behaviors including personal integrity, diversity and inclusion, customer focus, financial discipline, teamwork, and accountability


Bachelor's degree or currently enrolled in a formal degree development program required. Advanced degree preferred

10+ years experience in operations leadership or equivalent, preferably in both sales and service

Proficient knowledge of contact center tool and technologies (CRM, IVR, CTI, IEX, CMS)

Ability to think strategically, while designing, implementing, and executing large-scale/high impact/complex initiatives through leveraging people, processes, and technology

Strong leadership competencies in thinking skills, creating a high performance culture, building partnerships, driving execution, and attracting & developing talent

Highly collaborative, foster strong peer relationships with the ability to influence others


Project planning and process improvement experience

Strong analytical skills; demonstrated ability to solve complex business problems

Superior communication and presentation skills

Exceptional customer experience management orientation




At the


, our compensation philosophy is simple: we pay competitive base salaries and reward performance. In addition, you will be eligible to participate in our comprehensive benefits program including Medical, Dental, Life and Disability Insurance, a 401K Plan, an Employee Stock Purchase Plan, Tuition Reimbursement, Paid time off and paid holidays, plus incentive bonuses and more.

Our Core Values: Integrity • Financial Discipline • Diversity & Inclusion • Customer Focus • Winning Spirit • Teamwork



is an Equal Opportunity Employer

Job Function


Operations Management

Primary Location


United States-Pennsylvania-Horsham




Job Level



Education Level


Bachelor's Degree (±16 years)

Job Type





Day Job

Employee Status



Overtime Status





Yes, 10 % of the Time

Job Posting


Mar 6, 2013, 8:21:35 AM

Remote Worker Option



About this company
298 reviews
With more than 200 years of expertise, The Hartford is a leader in property and casualty insurance, group benefits and mutual funds. The...