Job description
Who Are We?
Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.
Job Category
Compensation Overview
The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.
Salary Range
$101,800.00 - $168,000.00
Target Openings
What Is the Opportunity?
Travelers offer a hybrid work location model that is designed to support flexibility. #LI-Hybrid
What Will You Do?
- Define procedures and processes for all Contact Center functions. Ensure all processes are well documented, and roles and responsibilities are well defined.
- Manage the technology that assists in the case management. Responsible for requesting and advocating for ongoing development and maintenance of the technologies as programs or processes changes and other HR Operations technology requests are considered.
- Monitor existing vendors services to ensure they are meeting our agreed upon service level agreements. Manages ongoing vendor contract renewals, statement of work and change orders, and other vendor-related activities governed by Travelers' Supplier Management Policy (IT security reviews, Risk Management, Screening). If necessary, procures potential new vendors through Travelers' processes.
- Determine which operational efficiency, workforce and compliance metrics are needed while establishing service level agreements for these processes. Ensure continuous improvement activities are being implemented and measured.
- Benchmark our programs, processes and systems against the market to ensure we are keeping abreast of what is happening in the industry.
- Ensure the strategic direction, planning, and implementation of all initiatives within the team such as establishing the annual operating plan, budget guidelines, staffing plans, expense planning and monitoring and resource plans are completed.
- Oversee projects to ensure the project team successfully achieves goals and change management is managed appropriately.
- Establish a high performing culture by developing team members' performance expectations, monitoring the team's performance and assessing the team's talent needs, etc. Develop recommendations for various process improvements and develop that mindset within the team.
- Perform other duties as assigned.
What Will Our Ideal Candidate Have?
- Bachelor’s Degree in Human Resources or related.
- Eight to ten years of HR or Customer Service experience.
- Prior management and leadership experience.
- Prior call center experience.
- Expert analytical problem solving, influencing, communications, leadership and project management skills.
- Expert communication and interpersonal skills.
- Moderate to advanced skill level with general PC applications including all aspects of MS Office Suite and Workday.
- Expert level knowledge of at least one HR Operational functions and a strong understanding of the other HR Operational functions.
- Strong understanding of the overall HR function and insurance industry.
What is a Must Have?
- Five years of human resources, customer service and/or operations work experience.
What Is in It for You?
- Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
- Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
- Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
- Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
- Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.
Employment Practices
Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.
If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an
email
so we may assist you.
Travelers reserves the right to fill this position at a level above or below the level included in this posting.
To learn more about our comprehensive benefit programs please visit
http://careers.travelers.com/life-at-travelers/benefits/
.
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