Customer Care Front Line Manager

WHY JOIN THE HARTFORD?
As a global leader in insurance, asset management and financial service products, we offer professionals every possibility for growth. And whether we're helping customers or building careers, we're experts at creating the kind of advantages that help people reach their goals. 
 
WHAT ARE THE RESPONSIBILITIES OF THE POSITION?
This position has responsibility for managing front-line staff (on-site located) for the Customer Care Department. Accountabilities include meeting/exceeding performance standards for service, quality, productivity and customer expectations. Responsible for coaching, performance management, staff development, compensation administration, interviewing/hiring, communications, staff direction and team building. This position must work effectively with business partners and other leaders in achievement of performance goals and initiatives. Accountable for supporting initiatives, driving consistency in processes and participating in special projects.
 
WHAT IS THE COMPENSATION OPPORTUNITY?
At The Hartford, 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 and more.
 
 
 
 
WHAT ARE WE LOOKING FOR? 
 
Experience, Education and Skills required:
Minimum of two years coaching/mentoring, supervisory or management experience. High School diploma required, College degree preferred. Proven track record of delivering strong results over time. Ability to foster a high performing team environment. Possesses exceptional interpersonal skills and strong influencing abilities. Ability to communicate across small and large groups. Ability to adapt and lead others through change. Good organizing, planning, time management and delegation skills. Ability and desire to coach and mentor others. Likes working with others and in a team environment. Ability to work in a structured environment. Ability and willingness to learn needed technical aspects of the job. Good automation skills. Good business acumen and professional demeanor.
 
Performance Management & Results:
Accountable for achieving performance standards. Provides direction and communicates team objectives and goals in alignment with organizational priorities. Manages these standards by providing coaching and holding team members accountable for performance. Responsibility for managing performance, attendance, and addressing behavior of team members. Responsible for recognizing and rewarding strong performance and managing underperformers through disciplinary process and making recommendations for terminations as appropriate. Use compensation process effectively to differentiate and reward strong performers. Involved in interviewing candidates, making recommendations for hire and acclimating new members to the team. Anticipates resource needs, sets priorities, and manages people & work in most effective manner to achieve performance objectives in conjunction with guidelines and procedures.
 
Coaching & Staff Development:
Responsible for coaching staff to quality, productivity, development needs and performance development. Accountable for understanding the skill needs of the team and individual team members; coaches and supports staff to full potential. Provides ongoing feedback via coaching sessions, one-on-one interactions and performance reviews. Provides valuable and timely feedback and guidance that is candid and direct with staff.  Ensures that meaningful development plans are in place with staff as needed and progress is being made. Actively develops staff toward increased effectiveness in current role and preparation for broader responsibilities. Accountable for monitoring and addressing employee satisfaction and retention to maximize employee effectiveness and minimize turnover. Maintains an inclusive work environment that is supportive of the needs of a diverse group.
 
Business Partnering & Effective Relationships:
Responsible for working effectively with business partners and other leaders in achievement of performance goals and initiatives. Builds and maintains good working relationships with business partners and leaders across functions and units. Negotiates with customers and internal business partners effectively and openly. Accountable for being credible and responsive to customers and internal business partners. Works and collaborates with others to identify and solve problems across teams and business units. Keeps others informed as needed.
 
Initiatives & Change Management:
Responsible for effectively supporting and driving initiatives. Responsible for leading the team through changes and new initiatives. Keeps staff informed and helps them understand and deal with change while remaining focused on delivering performance results. Effectively communicates changes and new initiatives. Drives consistency in process. Handle special projects as assigned.
 
This position is located in the Allentown, PA. 
 
 
Our Core Values:  Integrity • Financial Discipline • Diversity & Inclusion • Customer Focus • Winning Spirit • Teamwork
 
The Hartford is an Equal Opportunity Employer