This role is responsible for the day-to-day management and oversight of our Commercial Operational teams, comprising over 50 Operations staff servicing Indigenous and Multinational policies across each of the UKI field offices. The role holder will ensure appropriate levels of service and support are made available to all Underwriting teams, Brokers, and Customers.
Be a key driver of UKI Operations' mission to be a Valued Partner to Underwriting, enhancing service capabilities for Brokers and Customers. Monitor daily Operations across all field offices to ensure all performance KPIs agreed with the Region are met. Promote a "right first-time" culture across all field offices, ensuring that customer and data quality are at the heart of everything we do. Work within the framework of Chubb's ethical and service standards to fulfill compliance and regulatory requirements. Ensure that control mechanisms are in place so that teams are fully aware and engaged. Support the delivery of business objectives and projects while driving efficiency and fostering a culture of continuous improvement.
Key Responsibilities:
Drive Adoption and Implementation of New Platforms and Workflows Across Operations Teams Ensure appropriate adoption and usage of all internal strategic technology capabilities. Partner with technology delivery teams as required to ensure adequate support for requirements elicitation, User Acceptance Testing (UAT), and the adoption of new/enhanced capabilities. Collaborate with the Change and Controls Manager to ensure clear communication across Underwriting and Distribution, using a “what’s in it for me” approach to change management. Measure adherence, anticipating and mitigating roadblocks/issues, and course correct swiftly when needed. Ensure a right first-time approach, placing data quality at the core of our operations and minimizing workarounds and rework. Assist with ongoing projects that are identified throughout the year for improvements to the Commercial Operations Department. Integrate and Grow the Team Across All Functions Develop personal progression plans to ensure development opportunities are available to Operations staff as alternatives to Underwriting. Ensure performance is managed appropriately by Team Leaders and that performance issues are addressed. Develop new roles aligned with the wider operations career architecture. Take ownership of the Apprenticeship program alongside the Head of Operations. Deliver a Valuable Operations Service Proposition Build relationships with key stakeholders across UKI, understanding the performance of their teams, how their underwriters/brokers are being supported, and any issues that may arise, along with actions being taken to mitigate/resolve them. Assist in the development and rollout of consistent methods and techniques for measuring, managing, and improving operational effectiveness. Collaborate with the Change and Controls Manager to recommend strategies for enhancing operational performance in line with both company and Operations functional goals. Conduct audit and Quality Control across activities managed within the department, in line with Chubb standards. Drive KPI adherence across all relevant operations processes. Proactively Participate in the Wider EMEA Operations Leadership Community Engage with the UKI Change and Controls Manager to ensure a consistent approach across UKI. Collaborate with Operations MI teams to ensure we have dashboards that serve our purpose, raising changes and UAT support where appropriate. Work with Global Services teams in Madrid and Manchester for workload allocation. Engage with Shared Services in Madrid to ensure UKI utilization of central support. Advocate for Chubb in External Meetings, Particularly Within the London Market Build relationships with Chubb Distribution and Broker Development Leads, clients, brokers, and other external parties. Execute customer-centric processes focusing on our outward engagement with Brokers and Customers. Identify opportunities to develop Chubb’s relationships with Operations Leads within Brokers. Demonstrate Chubb Citizenship Behaviors Work within the framework of Chubb's ethical and service standards. Engage in projects and other activities aligned with company goals alongside day-to-day responsibilities.Essential
Experience in Operational Management, leading and supporting teams to deliver service objectives.Knowledge of Commercial Lines insurance, including an understanding of insurance processes, Multinational Programs, and Operational Excellence principles.Proven experience working within Change/Transformation environments, with a deep understanding of change methodologies and requirements for successful outcomes.Excellent people and stakeholder management skills; flexible and influential style.Strong mindset and operational skillset with a personal drive to achieve significant change in relatively short periods.Process-oriented, organized, with strong planning ability and attention to detail.A team player with a strong desire to achieve excellence.Resilience and calmness in a fast-paced, ever-changing environment.Desirable
Knowledge/experience of the insurance lifecycle from sales and underwriting to fulfilment, back-end processing, finance, and claims.Knowledge of Captive/Complex Multinational program structure implementation and management.Experience in the Lloyd's Market.Demonstrates flexible and innovative approaches to work, with creative/out-of-the-box thinking.Excellent presentation, engagement, and storytelling skills.Knowledge of Lean and similar process improvement frameworks.A successful candidate must be able to demonstrate:
Excellent communication skills – written and verbal to internal and external stakeholders.The ability to decompose complex issues, find solutions, and summarize them clearly.Passion for business processes, continuous improvement, and efficiency.Willingness to take initiative and get things done.Capacity to influence, coach, and manage stakeholders to achieve objectives and effect change.A customer-centric attitude and focus.High resilience – ability to adapt to change and thrive under pressure.Ability to multitask in a fast-paced environment.Excellent organizational skills.Effective teamwork within a diverse work environment.A strong work ethic.
What we offer in return!
Pension and annual bonus scheme, 25 days annual leave plus ability to purchase 5 additional days, Private Medical cover, Employee Share Purchase Plan, Life Assurance, Subsidised gym membership, Comprehensive Learning & development offerings, Employee Assistance program
Integrity. Client focus. Respect. Excellence. Teamwork.
Our core values dictate how we live and work. We’re an ethical and honest company that’s wholly committed to its clients. A business that’s engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that’s collaborative and supportive.
Diversity & Inclusion. At Chubb we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know in your application or in any future discussions with our recruiters.
https://www2.chubb.com/emea-careers/working-for-us/diversity-inclusion.aspx