Operations Innovation Manager Jobs in Springfield, MA

Who Are We?

Taking care of our customers, our communities and each other. That's the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 170 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

Compensation Overview

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

Target Openings

What Is the Opportunity?

What Will You Do?

• Monitor daily compliance, quality, and service level agreement (SLA) performance across the LOA team and communicate findings and trends to team leader(s).
• Provide direct people leadership to LOA Associates and Representatives, owning all core leadership responsibilities, including selection, onboarding, training, development, performance management, and coaching.
• Own the monthly Dovetail quality review process for the LOA team, delivering coaching directly to employees and sharing findings with team leader(s).
• Serve as the primary escalation resource for all cases, coordinating with vendors, Employee Relations, HRBPs, and Legal while keeping team leadership informed of emerging issues and trends.
• Own new employee onboarding coordination for the LOA team, ensuring new hires have a structured training schedule and clear knowledge checks in place.
• Gather and consolidate process improvement opportunities across the LOA team, bringing prioritized recommendations to team leader(s) to inform the strategic roadmap.
• Produce a monthly operations summary for team leadership, highlighting trends, risks, and wins across the LOA team.
• Manage corporate audit requests and findings end-to-end, keeping team leader(s) informed throughout the process.
• Perform other duties as assigned.

What Will Our Ideal Candidate Have?
College degree in HR, business, or a related field.
6 or more years of leave or benefits related experience.
Prior leadership experience.
Experience with multi-state and international leave administration.
Experience using Leave Case Management Technology and Workday platforms.
Customer service oriented, with excellent verbal and written communication skills, the ability to driven results, and effectively prioritize.
Excel, Word and related software package skills.
Strong attention to detail.
Strong analytical and organizational skills.
Thoroughly analyzes information and makes timely, practical decisions and recommendations.
Ability to understand complex payroll calculations and a strong understanding of how system interactions impact pay.
Ability to work effectively with internal and external teams.
Highly ethical and can maintain confidentiality.
CEBS exams and designations a plus.

What is a Must Have?
4 years of disability and leave administration experience, including experience communicating benefits plan details with employees.

What Is in It for You?

• Health Insurance:Employees and their eligible family members - including spouses, domestic partners, and children - are eligible for coverage from the first day of employment.
• 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.
• Paid Time Off:Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program:The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
• 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.

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences.

In accordance with local law, candidates seeking employment in Colorado are not required to disclose dates of attendance at or graduation from educational institutions.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

To learn more about our comprehensive benefit programs please visit http://careers.travelers.com/life-at-travelers/benefits/.