VP, Customer Support & Success at Hartford Financial Services

Cedar Rapids, Iowa, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Financial Services, Equipment FinancingIndustries

Requirements

Experience leading teams in customer support, servicing, or operations within a financial services or similar environment
Proven ability to partner with business units, establish KPIs, and align services with strategic priorities
Expertise in designing scalable processes, internal controls, risk management, and compliance
Strong leadership skills to champion centralized service models, foster collaboration, and drive continuous improvement
Background in employee training, development, coaching, and promoting a culture of learning
Proficiency in governance, transparent reporting, and accountability to stakeholders and executives
Attributes including transparency, empathy, responsiveness, and a focus on service excellence

Responsibilities

Serve as primary point of contact for business units on lease servicing, establishing forums and feedback mechanisms to assess satisfaction and co-create solutions
Develop KPIs with business units to measure performance, quality, and impact, providing transparency on service delivery
Champion centralized service delivery, balancing standardization with customization to support business unit needs and enterprise goals
Promote cross-functional knowledge sharing and build servicing acumen across teams
Design and implement scalable processes, internal controls, and risk mitigation strategies, partnering with Risk, Compliance, and Audit teams
Monitor risk indicators, report on control effectiveness, and contribute to a risk-aware culture
Develop and oversee comprehensive training strategies, including onboarding, upskilling, certifications, and coaching
Collaborate with HR and Learning & Development to align training with organizational goals and compliance
Ensure transparent reporting of service performance to stakeholders and executive leadership
Proactively identify and address service delivery gaps using data and stakeholder input to drive continuous improvement

Skills

Customer Support

Service Delivery

Process Development

KPI Development

Team Leadership

Operations Management

Stakeholder Partnership

Continuous Improvement

Lease Servicing

Performance Metrics

Hartford Financial Services

Insurance and financial services provider

About Hartford Financial Services

Hartford Financial Services provides insurance and financial products designed to protect individuals and businesses. Their offerings include various types of insurance, such as auto, home, and business insurance, as well as retirement and investment solutions. The company focuses on ensuring that clients are safeguarded against risks while also aiming to create a positive impact in the community. Unlike many competitors, Hartford Financial Services emphasizes a commitment to human achievement, striving to support clients in ways that extend beyond traditional insurance coverage. The goal of the company is to empower individuals and businesses to thrive by providing comprehensive protection and contributing to societal well-being.

Hartford, ConnecticutHeadquarters

1810Year Founded

$77.7MTotal Funding

N/ACompany Stage

Social Impact, Financial ServicesIndustries

10,001+Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Paid Vacation

Paid Holidays

Hybrid Work Options

Remote Work Options

Tuition Reimbursement

Risks

AI-driven solutions like HOMEE increase competition in P&C insurance.

Beam Benefits' growth challenges Hartford's market position in employee benefits.

Superscript's funding may disrupt traditional insurance models Hartford relies on.

Differentiation

Hartford is recognized as one of the World's Most Ethical Companies.

The Hartford's critical illness insurance covers a wide range of health conditions.

Partnership with CAPE Analytics enhances Hartford's risk assessment with geospatial intelligence.

Upsides

AI-driven claims management adoption boosts efficiency in insurance processing.

Digital transformation with Beam Benefits simplifies employee benefits processes.

Geospatial intelligence from CAPE Analytics improves risk assessment and underwriting.

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