VP Operations - Small Commercial and Middle Market Business Center

Travelers • Hartford, CT

16h

About The Position

The Vice President, Market Facing Operations is responsible for ensuring overall operational excellence and superior service in support of the Small Commercial/Middle Market Business Center (SC/MMBC) business and Travelers Operations strategy. This role provides strategic oversight while ensuring a deep understanding and responsiveness to customer and stakeholder needs, with a primary focus on delivering measurable results that drive business growth. As a member of the Operations senior leadership team, the incumbent contributes strategic thought leadership and maintains execution accountability across Business Insurance and Travelers Operations. The role includes shared accountability for defining and contributing to the strategic Business Insurance Operations agenda, ensuring all initiatives deliver tangible results aligned with organizational objectives. Leading an organization of over 600 employees across an expansive geographic footprint, this position oversees the SC/MMBC segment—a dynamic organization comprised of several distinct business units with P&L and business plan contribution responsibilities, customer and agent interaction, and complex field organizational oversight. Success requires navigating diverse stakeholder relationships while consistently delivering results through operational excellence. Key leadership competencies include inclusive leadership, talent metabolism, future-focused workforce management practices, and strong coaching and development skills. The role demands a results-driven approach that balances strategic vision with tactical execution to achieve business objectives and exceed performance expectations. As of the date of this posting, Travelers anticipates that this posting will remain open until 2/6/26.

Requirements

• Minimum seven years experience in a leadership role within a Field-Production, Operations or Service environment .
• Familiarity with Operations: metrics/productivity measurement, modeling and forecasting.
• Experience in flow business including operational aspects and sales and service capabilities.

Nice To Haves

• 10 years work experience in a leadership role within an Field-Production, Operations or Service environment .
• Large scale organizational leadership experience.
• Strategic Planning and foresight - sets and drives cross-functional objectives and priorities and forms a vision for the future.
• Influencing, Leadership - able to influence peers and broader teams through an inclusive style and recognition of their abilities and knowledge.
• Understanding & Navigating the Organization.
• Building Relationships - leads and seeks effective partnerships across the organization.
• Talent and Culture Development.
• Change Leadership.
• Risk Taking, Innovation.
• Conceptual and practical understanding of related technology applications.
• Bachelor’s Degree preferred.

Responsibilities

• Contribute to the overall Business Insurance strategic business agenda.
• In partnership with market facing business leadership, participate in development of business strategy.
• Ensure an Operational perspective is represented and demonstrate exemplary leadership to support profit, growth and expense management goals.
• Maintain thorough understanding of the business and business strategy to translate needs into internal operational capabilities.
• Develop and ensure the implementation of operational and policy service strategies, policies, workflow processes and standards, and performance measurements and metrics to support business and operational strategies; ensure effective and efficient execution of these strategies.
• Responsible for strategic and tactical business planning, people and resource management, customer service, operations and budget management.
• Provides strategic oversight for Operations supporting the BI businesses, ensuring a deep understanding and responsiveness to customer and stakeholder needs.
• Demonstrates sound fiscal management by allocating resources to meet business, operational and customer objectives, including forecasting, resource planning, prioritization and budgetary ownership.
• Provides leadership toward the achievement and attainment of consistent higher efficiency and quality results; assess and implement organizational improvements that will enhance success; coach and motivate leadership and teams to produce outstanding results and achievements.
• Provide leadership and stewardship to shape the customer experience to drive results; provides executive oversight of agent and customer satisfaction and ensures delivery of superior agent and customer experience.
• Provides executive oversight of agent and customer satisfaction and ensures delivery of superior agent and customer experience.
• Creates a high performing culture driven by individuals with diverse experiences, thoughts, and backgrounds.
• Purposefully foster a work environment where all employees are included and appreciated.
• Attract, retain, engage and develop employees from all cultures and backgrounds.
• Drives and owns change management across the organizations synchronous to business and operational strategies, integrating and streamlining operational delivery.
• Ensures commitment to and outcomes of a robust talent acquisition, development and management focus and process in alignment with business and Operations related strategies.
• Ensures compliance with regulatory requirements.
• Perform other duties as assigned.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 5,001-10,000 employees