AVP Regional Claims Center

Description Reporting to the Vice President, Group Benefits Division Claims, this person has overall responsibility for the GBD Claims Customer Contact Center (CCC) which is a large claim and call center department.
 
The Customer Contact Center has been in operation a little over a year and has redefined our claim service model by providing consistency and scale across the claims network allowing us to expand our claim services to accommodate differentiated market offerings such as clinical intake.  The Customer Contact Center currently has approximately 250 employees with a $10M budget and operates in a very complex environment balancing various policy requirements, multiple types of calls (intake and inquiry, analyst and clinical), across five locations in a developing operating model.
 
Key responsibilities for this position include accountability for strategic direction and operational oversight of STD, Clinical and operational resources supporting our claim and call center processes.  Key operational goals include customer experience, quality, compliance, efficiency, timeliness, employee engagement, and operational execution. 

• Provide overall management guidance to achieve key operational claim and call center metrics.
• Ensure that staff members consistently develop and follow through on claim management and call center strategies.
• Balance service requirements while maintaining a professional, proactive, and overall responsive relationship with internal as well as external customers.
• Successful implementation, education, and support for the Performance Measurement Process.
• Incumbent is expected to develop and maintain a staff capable of achieving department objectives.
• Incumbent is expected to champion the effective performance of human resource management activities consistent with corporate personnel policies including performance appraisals, salary administration and career development.
• Responsible for the overall financial performance of the network.
• Development of, as well as monitoring, reporting, and managing to department  budget targets; establishing and meeting claim quality goals; utilization of sound judgment in allocating resources to support day-to-day operations, sales, projects, etc., assisting other areas (sales, actuarial, underwriting, etc.) to understand the cost of claims services.

Requirements Addition Information:
 
Position is virtual. Open to any location supporting 5 locations: Sacramento, Minneapolis, Syracuse, Maitland FL, Alpharetta GA

 
WHAT ARE WE LOOKING FOR?

• Bachelor's Degree; Advanced degree preferred.
• Demonstrated operational leadership experience in a large scale, complex environment
• Demonstrated ability to think strategically, while implementing and executing large-scale initiatives with excellence.
• Demonstrated ability to integrate multiple functions into a concise, cost effective, high performing organization in support of the business vision.
• In depth knowledge / subject matter expertise in claim operations and / or call center operations.
• Leadership skills - Champions Change
• Customer and Operations Focused
• Strategic and Critical Thinking
• Balances short term success with long term investment
• Superior Analysis & Synthesis skills
• Sound business instincts
• Understands company and business issues
• Breadth and depth of business and industry knowledge
• Ability to lead through barriers
• Challenges existing norms with a bias towards fact-based decisions

 
WHAT ELSE CAN YOU TELL ME ABOUT WORKING AT THE HARTFORD?
Hartford Life is widely considered a company that is "on the move". We offer vision, promise and a world of possibilities.