Operations Manager - Business Insurance - Oil & Gas

Operations, Premium Audit, Underwriting$96,100.00 - $158,500.001Reports to Assistant Vice President, Operations or Operations Director. Implements strategic and tactical operational initiatives. Effectively manage operations and processes associated with policy service activities (i.e., support business from initial submission through policy issuance and accounting for the policy life cycle). Implement and execute performance standards and monitor those standards. Collaborate with underwriting, headquarters and service staff to identify training needs, assess quality/performance standards for the account support/services staff and ensure priorities are responsive to marketing, underwriting and retention decisions. Assure all related activities are delivered in a manner consistent with customer service and expense management focus. Accountable to direct/manage the account services activities for one or multiple remote sites (i.e., 4 - 7 locations, larger territory, regional revenue of over $115 million. Staff managed range of approximately 12 - 40. Participates in the strategic, as well as the tactical, policy, workflow and performance standards development/implementation.

• Act in a collaborative capacity with service, billing, HO, etc. to resolve problems/issues quickly. Establish priorities and make workflow decisions.
• Develop and maintain effective relationships with internal resources (e.g., Claim, Operations, etc.) to coordinate the delivery of all related services to clients.
• Participate in major projects as assigned.
• Participate in the implementation of long and short term business strategies to effectively achieve policy service objectives.
• Manage the effective implementation of new technologies and the utilization of existing systems.
• Resolve operation matters resulting in bottleneck situations to assure business results are not negatively affected by operational problems.
• Maintain an appropriate level of customer service.
• Establish and maintain positive and productive relationships through on-going dialogue with UW Management, Underwriters & agents/brokers.
• Manage account support activities to meet production goals; assure compliance and performance standards are achieved; provide management information as necessary; and utilize all available resources in a cost effective manner.
• Participate in the implementation of operational and policy service strategies, policies, workflow processes and standards. Ensure effective utilization of these strategies, policies, etc.
• Perform other duties as assigned.
• Reconcile financial and operational results to ensure all information is correct (i.e. overdue, hit ratio, skip list, etc.). Take corrective action as necessary.
• Perform all necessary staff management functions to support profit, growth and expense management goals.
• Implement and participate in the development of tactical business planning and monitoring decisions/activities designed to support underwriting decisions which are consistent with business retention goals.
• Assure that our contractual commitments are met.
• Provide management information reports.
• Meet with them to assess operations performance and identify/resolve issues/problems.

• Property Casualty knowledge.
• Listens to and understands what others are saying.
• Clearly expresses ideas orally and in writing.
• Supervision of staff.
• Conceptual knowledge of marketing products and services.
• Systems background.
• Knows how to get things done.
• Solid understanding of P&C products and services.
• Shares information and maintains confidentiality Business Knowledge.
• Policy service background.
• Basic understanding of underwriting and marketing functions and environments.
• Working knowledge of workflow related to all support activities.

• Is resourceful in solving problems.
• Takes intelligent risks to accomplish business objectives.
• Identify and resolve process deficiencies and quality control issues across the team.
• Ability to effectively evaluate complex information and make the right decision.
• Able to develop new methods and/or approaches to achieving business objectives.
• Sound underwriting, pricing and problem resolution abilities.

• Demonstrates commitment to appropriate level of service.
• Identifies customer needs and takes appropriate action to meet those needs.
• Acts with a sense of urgency.

• Manages own work.
• Is responsible for own development and performance.
• Takes responsibility for own actions and decisions.
• Works well in a team environment or independently.
• Mentors less experienced members of the staff.
• Establishes and maintains effective relationships.

• Two years leadership experience with direct management of staff required.

• 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.
• 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.
• 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.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.