Job Abstract

We’re determined to make a difference and are proud to be an insurance company that goes well beyond coverages and policies. Working here means having every opportunity to achieve your goals – and to help others accomplish theirs, too. Join our team as we help shape the future.   

AVP, Enterprise Contact Center

The AVP, Enterprise Contact Center plays a crucial role in organizing and delivering a critical core modernization and transformation initiative for The Hartford.  This leadership position requires experience in leading and delivering significant transformational initiatives, preferably related to core systems. The successful candidate will demonstrate a strong aptitude for relentless execution within an Agile delivery model. The AVP will lead scaled Agile teams to deliver capabilities that drive business value, collaborating closely with architecture and other shared technology services.

Responsibilities:

IT Strategy:

• Collaborate with technical leaders to implement emerging technologies as part of an effective IT strategy that supports new business opportunities.

Strategic Planning:

• Identify and implement new business opportunities within the contact center domain.

Employee Development:

• Develop strategies to best leverage people resources, including external sourcing, recruiting, retention, training, and succession planning.

Communication:

• Work with the communications group to develop communication plans for the IT Department.
• Ensure that staff and customers are informed consumers who understand the IT Department’s strategy and initiatives in support of the business.
• Foster business literacy and understanding of business processes within the IT organization.

Strategy Implementation:

• Provide overall leadership for the development and implementation of integrated IT initiatives that align with corporate strategy and goals.

Portfolio Management:

• Participate in the leadership of enterprise-wide IT services.
• Balance technological and operational needs with financial, service, and marketing requirements of supported business divisions.

Service Level Agreements (SLAs):

• Represent the IT Organization to new and existing clients and vendors.
• Establish SLAs to meet organization, IT, and client requirements and expectations.

Vendor Management:

• Make buy vs. build decisions regarding outsourcing vs. in-house provisioning of IT services and skills.
• Negotiate complex contracts, including new vendor contracts or those with significant financial implications.
• Establish strategic relationships with key IT suppliers, consultants, and partners.

Client Management:

• Establish and maintain a high level of client trust and confidence.
• Demonstrate knowledge of and concern for clients’ business issues.

Qualifications:

• 10+ years of IT leadership experience, with a focus on executing large-scale programs and change management (preferably in core applications).
• Strong foundation in technology, including significant experience in delivering large transformational programs.
• Experience with AWS Connect and Cloud Native Capabilities
• Proven track record as a results-oriented IT leader who collaborates effectively with business leaders and manages business outcomes.
• Solid background in technology and familiarity with all aspects of the software development life cycle.
• Strong understanding of business strategy and the ability to align technology roadmaps with business goals.
• Excellent people leadership abilities, including coaching, development, and mentoring.
• Ability to work successfully across all levels of the organization, including senior management.
• Experience managing complex vendor relationships and working with an offshore delivery model.
• Strong analytical, critical thinking, and problem-solving skills, with meticulous attention to detail.

Compensation

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of The Hartford’s total compensation package for employees. Other rewards may include short-term or annual bonuses, long-term incentives, and on-the-spot recognition. The annualized base pay range for this role is:

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression/Religion/Age

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