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Assistant Vice President Service Operations, Personal Lines

Atlanta, GA, USA; Howell, MI, USA; Worcester, MA, USA Req #13097
Monday, June 1, 2020

Our Personal Lines department is seeking an Assistant Vice President Service Operation to join our growing team in our Massachusetts, Michigan or Atlanta branch. 


Position summary:

Responsible for Personal Lines Services service centers and results on a countrywide basis, including Agency Support team and Customer Service Center.  Accountable for effectiveness and productivity to achieve service and financial targets, customer/agent satisfaction and employee engagement. Demonstrate the knowledge and skills to deliver effective leadership, technical direction, collaboration, communication, relationship building, decision making and customer/agent service. Responsible for assessing the present and future resource needs for employees and providing the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.

This is a Full-time, Exempt role.

Responsibilities/Essential Functions:

  • Drives accountability and performance at all sites and levels of the organization.
  • Prioritize opportunities and align resources to execute on solutions that enhance customer service and employee engagement. 
  • Drive for internal efficiency and effectiveness, improve work product quality and ensure attainment of business plan for growth and profit.
  • Leverage staffing models to stay ahead of hiring needs and ensure service levels and customer service goals are met.
  • Accountable for country wide  performance through file review results, financial and transactional activity analysis, ad hoc reports, customer service, balanced scorecard, and other methods.
  • Builds collaborative working relationships with internal and external customers to accomplish organizational goals.
  • Drives organizational plans to deliver on company objectives and strategic initiatives.
  • Identify key issues/dependencies and communicate to the proper audience in an appropriate and timely manner.
  • Act as an expert resource for direct reports, other teams, business units and leadership.
  • Responsible to monitor volume and business plans, leverage staffing models and make timely staffing recommendations and evolve our sourcing/recruiting to identify successful candidates.
  • Manages organization operations by directing and coordinating activities consistent with established goals, objectives, plans and policies aligned with the business. 
  • Responsible to pipeline and develop organizational talent and to identify and provide developmental opportunities through coaching and mentoring. 
  • Authorize opportunities for technical and industry training as part of a personal and professional development program.  
  • Utilizes technology and talent management to increase efficiency and scalability to support corporate growth and service initiatives.

Key Measures of Success (should align with goals):

  • Manages daily operations by effectively and creatively utilizing all resources (people, process & technology).
  • The needs of customers and employees are met in proactive fashion through uncovering problems/opportunities, seeking out/analyzing information, getting to root causes and proposing solutions.
  • Executes plans, projects and initiatives in such a way that customer, agent and employee experiences are improved in a meaningful way. 
  • Successfully hires and develops the right people to deliver exceptional quality and consistent service. 
  • Personally demonstrates CARE leadership capabilities -  collaboration, accountability, respect and empowerment. 
  • Successfully hires and develops the right people to deliver exceptional quality and consistent service.
  • Personally demonstrates CARE leadership capabilities -  collaboration, accountability, respect and empowerment.

Required Skills & Experience and Competencies:

  • 10+ years of experience, with at least 5 years in increasingly responsible people management roles.
  • Advanced degree preferred.
  • Possess strong business and financial acumen .
  • Serves as a role model in building effective relationships through collaboration, influence and partnership.
  • Excellent communicator; communicates frequently in a clear, concise manner  - adjusting approach appropriately to the audience.
  • An exceptional senior level leader and influencer enterprise-wide across a highly matrixed organization.
  • Demonstrated track record of leading high-performance teams toward the successful attainment of challenging goals in support of  personal lines and the corporate business strategy.
  • Able to work in an extremely fast-paced, entrepreneurial environment.
  • Strategic and insightful in their thinking, with good judgment and an intuitive sense of where to look for opportunities to support the business.
  • Decisive and appropriately resolute, but open-minded.
  • An innovative and entrepreneurial thinker.
  • Able to trade-off the risks and rewards in a particular situation while also considering the big picture of company-wide impact, industry trends, and strategic implications.
  • A skilled team builder who is able to attract, develop and retain the very best talent.


EEO statement:

“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. 

Privacy Policy:

To view our privacy policy and online privacy statement, click here.  

Applicants who are California residents: To see the types of information we may collect from applicants and employees and how we use it, please click here. 

Other details

  • Job Function Operations
  • Pay Type Salary
  • Atlanta, GA, USA
  • Howell, MI, USA
  • Worcester, MA, USA