TQM Project Leader w/6 Sigma / Lean / Call Center

TQM Project Leader w/6 Sigma/Lean/TQM/Call Center

Location: Hartford, CT

Committed. Competitive. Constructing our Future. That’s Travelers. We are one of the leading insurance companies in the United States. Our superior financial strength and consistent record of strong operating returns mean security for our customers
-and opportunities for our employees. You will find Travelers to be full of energy, and a workplace in which you truly can make a difference.

SUMMARY:
The Total Quality Management Program Leader will be responsible for the leadership of all quality systems in support of the business strategy, goals and objectives of Personal Insurance Sales and Service. This highly visible position will report to the Vice President of Operational Effectiveness. The Total Quality Management lead will enjoy the challenge of leading the organization in developing, implementing, communicating and managing all aspects of the organizations Total Quality Management program. Primary Duties and Responsibilities
- Primary responsibilities include the development, implementation and communication of the Service and Sales Organization Quality Management and Assurance Programs.
- Develop, Implement and Monitor performance and productivity Improvement and Organizational Efficiencies that enable the organization to achieve continuous improvement in customer experience, operational effectiveness and employee satisfaction.
- Develop a strong working relationship with the Customer Experience Office and develop strategies to integrate customer experience strategies into continuous improvement initiatives. Education / Work Experience
- An undergraduate degree in related field is required, including business or quality management.
- Minimum of five years relevant experience, preferably in the Insurance Sector
- Experience in Total Quality Management, Six Sigma, and Lean process redesign methodologies, management engineering and/or business systems analysis required
- Experience working in continuous improvement work environment that utilized process excellence programs such as TPS and Kaizen.
- Certification in TQM, Six Sigma Black Belt and Lean process redesign methodology is required.
- Strong statistical and data analysis

The must have requirements are

• Six Sigma / Lean / TQM / Kaizen type of background (Black belt preferred)


• Call Center quality improvement experience


• Must have background in P&C Insurance or the Financial Services industry

  SKILLS REQUIRED: - Experience in business transformation and/or business process re-engineering projects around quality improvement and customer experience
- Proven leadership skills with the ability to influence and negotiate across all levels of the organization
- Strong interpersonal & verbal & written communication skills
- Ability to be a strong leader in a fast-paced environment
- Strong organization, prioritization & decision-making skills  

  Travelers has been recognized by Fortune Magazine as one of the most admired companies to work for, ranking 2nd amongst all property casualty insurers in 2009.   Travelers was recently ranked Top Property & Casualty Company in BusinessWeek’s Best Places to Launch a Career Survey!