Chubb’s Personal Risk Services Operations division provides industry leading service to clients, agents and internal business partners. The Chubb Customer Center (CCC) is an Operations team that directly manages the personal insurance needs of successful individuals and families on behalf of enrolled agency partners countrywide. We are currently seeking a dynamic leader to oversee a team of licensed account executives and agency support staff in a fast-paced phone environment.

As a member of the PRS Operations Leadership Team, the Chubb Customer Center Unit Manager would manage the daily operations of the CCC team (phone & non-phone). These teams service our agent and customer base through phone and non-phone contact by processing transaction requests outside of our larger systems. Managerial responsibilities include people management, “run the business” functions including but not limited to service, inventory oversight, quality control of front-line staff, and Supervisory staff and their direct reports.  This role also has responsibility for “change the business” process improvement identification, and serving as a SME for various transformation, and automation initiatives.

The successful candidate will be responsible for:

-Directly managing a team consisting of leaders and non-leadership roles  

-Identifying the staffs’ skill levels through consistent coaching and mentoring,    leveraging individual strengths, and assisting team members with developmental areas.

-Managing the Performance Process for all staff members, including the delivery of feedback, and creating/disseminating goals and reviews in a timely manner

-Forecasting and planning for future staffing or production needs by developing/analyzing reports and making recommendations to implement best practices, process improvements, and staffing allocations

-Developing partnerships and collaborating with Home Office, Field Marketing and the Underwriting Centers to identify opportunities to provide differential services to our agents

-Monitoring and increasing the operational efficiency and productivity of the team

-Drive process improvement through automation opportunities and manage the change created by those opportunities.

-Evaluating current service standards, metrics, and processes and implementing enhancements accordingly

-Encouraging staff involvement in decision-making processes to promote team spirit and recognize their contribution to overall results

-Working cohesively with internal/external business partners to develop relationships that focus on the delivery of a superior service and improving the customer experience

-Coaching staff to act as an advisor when working with clients.  This may include Account Executives offering solutions or additional insurance products based on their individual needs.  

Competencies & Skills Required:

-Prior supervisory/management experience is required (minimum 3 -4 years), candidate must possess demonstrated leadership, development and motivational skills

-Strong negotiation, decision-making, and communication skills

-Demonstrated customer service focus, preferably in a call or service center     environment

-Previous sales experience is a plus.

-Strong process management skills; ability to map and evaluate procedures for efficiencies

-Strategic thinking and solution development

-Demonstrated time management and organizational skills

-Flexible/adaptable to change management

-Knowledge of Human Resources policies and procedures 

-Ability to demonstrate leadership and effectively collaborate with internal and external partners

-Prior experience working with Analytics

-Strong Excel experience

-Experience implementing new processes

-Experience with system implementations

Education:

-Bachelor’s Degree or equivalent work experience

-Holds a Property and Casualty Producer License or willing to get licensed during first 30 days of employment in the role. 

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.