CL Performance Innovation - Director Business Operations (Hybrid)

The Hanover is seeking a strategic, collaborative, and execution driven CL Performance Innovation - Director of Business Operations to help guide and advance our broad and diverse Specialty lines portfolio. In this highly visible role, you will partner closely with senior leaders to shape technology investments, streamline operations, and support key initiatives that drive growth and performance. 

At The Hanover, we are committed to building a workplace where everyone feels valued and empowered. We believe that diverse backgrounds, perspectives, and experiences strengthen our organization and fuel innovation—and we actively welcome applications from all qualified professionals. 

We are looking for a seasoned people leader with strong business acumen, a passion for operational excellence, and a natural affinity for technology-enabled solutions. If you thrive on solving complex challenges, leading high performing teams, and influencing cross functional decision-making, this role offers a meaningful opportunity to make an impact. 

We also recognize that work and life continue to evolve. That is why we support flexible work arrangements. This position supports a hybrid work schedule and can be based in either our Worcester, MA or Howell, MI office. 

We encourage all qualified applicants to apply. 

Position Overview: This position leads, manages, and develops Commercial Lines cross-functional and/or cross-site teams to deliver and improve targeted operating results Drives creation and translation of strategic plans and resources to ensure success across all operational outcomes and functional areas and the field underwriting community. Key member of the Leadership team responsible for working across functional, organizational, and geographic areas to deliver results aligned with defined expectations, production and consultative support and resources as required Partners with key constituents internally and externally to support and lead CL strategic objectives as well as broader enterprise and Specialty initiatives.    

This is a full-time, exempt role.   
   

In This Role You Will: 

• Create and own business performance objectives for area of responsibility. Owns bottom line performance against plans.
• Champions process management, data analysis, and technical design to deliver best-in-class response times and output quality.
• Drives and coordinates process to continually improve service, reduce expenses, increase responsiveness and flexibility, manages growth and change through communication and prioritization of impact and dependencies. 
• Ensures consistent, timely delivery of service.  Develops and improves processes and resources to respond quickly and effectively to both routine and ad-hoc requests. 
• Evaluates and resolves competing priorities based on forecast and desired outcomes, and tracks and adjusts both priorities and resources based on measured results.
• Builds positive business relationships with internal/external partners to accomplish organizational goals
• Champions cross-functional and cross-site collaboration to identify and promote operations best practices.
• Acts as an expert resource for direct reports, other teams, business units, and leadership.
• Responsible for communicating results/issues to senior level management.
• Leads initiatives that support business strategies and financial goals.
• Develops leaders as part of succession planning and promotes talent management for succession planning.
• Responsible to monitor volume and business plans, make timely staffing recommendations within established models Leads decisions for Hiring Managers within their operation.
• Leads strategy development and decision making and is responsible for effective implementation for applicable unit/team
• Ability to articulate, communicate, and obtain buy-in across. businesses using quantifiable data analysis.
• Responsible for identifying and providing developmental opportunities through coaching and mentoring.
• Leads performance management by setting cascading goals, giving, and receiving feedback, documenting, and delivering performance reviews, addressing performance issues, creating, and implementing development plans while conforming to policies and other internal procedures.  Identifies and builds leadership talent for succession planning.
• Responsible for salary administration recommendations that are directly linked to individual performance.
• Utilizes technology and talent management to increase efficiency and scalability to support growth and service initiatives. 

Key Measures of Success: 

• Thinks strategically; executes tactically while maintaining consistency of action and integrity of outcomes across multiple teams.
• Affective at reconciling multiple, competing issues and priorities Able to maintain focus and accountability in ambiguous situations. 
• Open and proactive communication with leadership, peers, staff, and business partners
• Excellent coaching skills. Develops managers into leaders, navigates and directs teams to effective outcomes across functional and organizational lines.
• Strong operations management skills, including project and program management, process analysis and design, and capacity planning.
• Feedback from Regional Vice Presidents, Chief Underwriting Officers, Commercial Lines Managers, agents, peers, and managers

Required Skills & Experience and Competencies: 

• Leadership - demonstrates maturity, confidence, and ability to lead and manage change in a dynamic environment.  Comfortable working in both collaborative and challenging circumstances and using appropriate techniques in each. Collaborates to problem solve to ensure the right outcome.  

• Business Knowledge –Understands the business performance measures and impact of operational activities. Has a working knowledge and understanding of the enterprise or business organizational structures and the goals. Has knowledge of the basic factors that influence the financial well-being of the Corporation. 

• Talent Management – Proactively fosters building, mobilizing, and evaluating the organizations' human assets. Establishes performance goals and measures in order to accomplish organizational goals. Shares knowledge, skills or expertise with others and encourages and rewards learning, growth, etc. in others.  

• Communication skills - written verbal, and presentation.  Can articulate and support conclusions based on feedback, data, and analysis Able to negotiate mutually beneficial solutions both internally and externally Comfortable and adept in communicating with both technical and non-technical stakeholders Ability to understand audience and modify delivery of message as appropriate.  

• Strong analytical skills - able to reconcile and resolve conflicting data to drive effective operational and business decisions as well as provide input for existing and undefined service metrics.  

What You Need to Apply: 

• Bachelor’s Degree or equivalent experience 
• 5-7 years of relevant work experience and 3+ years of proven experience leading cross function/diverse teams
• Knowledge of MS Office Suite
• Ability to work in a fast-paced environment
• Ability to travel