Director - Customer Connections - Employee Benefits

Dir IT Bus Analysis - BS06BE

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.

This Dir IT Bus Analysis position is an exciting opportunity leading teams of business analysts that work with external Employer Benefits (EB) customers to enable strategic data connections with their Enrollment and HRIS platforms and provide ongoing support for those integrations. The Dir IT Bus Analysis is responsible for leading, developing and guiding the teams to ensure that our external clients, technology platform partners and EB business partners (Operations, Implementation, Sales, Claims, Client Relationship Managers, Product), receive consultative solution support for customer data connections.

The Dir IT Bus Analysis is responsible for metrics reporting and performance management of the teams tasked with implementing timely, high quality inbound and outbound data connections using Application Programming Interfaces (API's) and traditional Electronic Data Interface (EDI) File Feeds to support complex client needs. The Dir IT Bus Analysis will use a variety of skills such as relationship building, adaptability, change management, consultation, data driven decision making and equitable coaching to foster an environment where our team members can grow and succeed. Dir IT Bus Analysis will spend less than 20 percent of their time performing customer facing activities in calls and videoconferences.

• Develop strategies to achieve targeted business objectives. Implement these strategies and follow through to successful conclusions.
• Executes and maintains operating routines and metrics and is accountable for the operating results of the teams, including tracking and reporting results.
• Facilitates a high-performance culture by aligning individual goals, differentiating performance through evaluation, recognition, and coaching and feedback (using/training others on GROW and STAR model practices), and managing performance improvement issues swiftly and appropriately
• Upholds a team culture that promotes accountability, first time right, consultative support and customer centric approach.
• Uses data to understand what behaviors to coach staff to consistently deliver objectives, influence change, outlier analysis and improvement opportunities inside area of influence.
• Collaborates with business partners to work across functional and organizational lines to understand the end-to-end customer experience and recommend improvements.

• Ability to structure and drive working and informational sessions that promote collaboration, achieve synergy, and achieve desired outcomes.
• Excellent communication skills, strong judgment, and the ability to work effectively with client and IT management and staff.
• Possesses a service orientation; takes pride in driving customer value. Can balance what is good for the company and good for the customer, creating a culture of trust and loyalty.
• Demonstrate strong continuous improvement mindset through effective questioning and active ownership of reported issues from triage/trending through implementing improvements.
• Actively demonstrate The Hartford Way behaviors which underscore our organizational values and promotes engagement: integrity, teamwork, financial discipline, winning spirit, diversity and inclusion, and customer focus; hold others accountable for the same.
• Demonstrate strong change management skills and have ability to effectively communicate change to employees. Support employees through change cycle and influence positive outcomes to drive adherence and commitment to changes driving customer value and process efficiency.
• Ability to consistently and successfully minimize turnover by using and teaching best practices on how to attract right talent, coach and engage staff while holding them accountable to deliver results.

• 10+ Years of experience with Employer Benefits Products (Leave, Life and Disability)
• Experience leading high-performing teams
• Familiarity with customer data integrations and their uses
• Familiarity with industry product trends including expanded Statutory Absence offerings is preferred.
• Customer relationship, vendor management or sales experience