Hanover Insurance Group, Inc. Worcester , MA 01601
Our Claims department is seeking an AVP of Claims Operations & Customer Experience to join our growing team in our Worcester office.
Our Claims department is seeking an AVP of Claims Operations & Customer Experience to join our growing team in our Worcester, MA office.Leads the research, selection and implementation of customer experience tools and techniques throughout the organization. Analyzes the needs of the claims organization and recommends operational solutions. Manages expenses within the claims operations organization.This is a Full-time, Exempt role.
Develops & oversees the implementation of customer service strategies
Collaborates and partners with Claims leadership to create and maintain an optimal customer experience from initial claims intake through adjudication and resolution
Exhibits key aspects of Dynamic leadership; the ability to build vision, inspire, develop and retain talent
Monitors & assesses trends in Claims Operations, identifies opportunities, and implements industry leading best practices & strategies to enhance the customer experience & improve Claims Operations effectiveness
Develops, maintains & analyzes appropriate metrics for claims operations
Leads large Claims Operations organization while providing oversight of customer service strategies
Develops & executes claims initiatives targeted to impact Claims Operations costs while meeting the needs of internal claims business partners
Develops, manages & oversees the budget for Claims Operations
Leads change management efforts around operational changes.
4 Year/Bachelor's degree or equivalent work experience (4 years of experience in lieu of Bachelor's) (Minimum Required)
5+ years of experience in Claims that directly aligns with the specific responsibilities for this position.
5+ years of managerial, supervisory, and/or demonstrated leadership experience including influencing senior management/critical stakeholders experience
Accountability: Owning and taking responsibility for one's actions, delivering results for the organization
Business Acumen: Understanding industry, market, financial and company specific operations
Process Focused: Continually reviewing processes for efficiency. Reducing and eliminating waste.
Collaboration and Communication: Working together; listen to other's ideas; communicate accurately and concisely.
Decision Making and Innovation: Consider all facts, be inclusive to diverse perspectives to arrive at the best result when making decisions. Foster an innovative mindset
Focus on the Customer: Consistently doing what is in the best interest of our customer.
"The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law."
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. If you require a reasonable accommodation, as a candidate for employment, please inform The Hanover Talent Acquisition office.