Job description

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

Job Description:
As a member of the PRS Operations Leadership Team, the Chubb Customer Center 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 CSRs, and Supervisory staff and their 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 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

Qualifications

Competencies & Skills Required:
Prior supervisory/management experience is required, 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
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 a plus
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

Chubb strives to offer a diverse and inclusive and rewarding work environment. Teamwork and mutual respect are central to how Chubb operates, and we believe the best solutions draw upon diverse perspectives, experiences and skills. We operate in such a way where everyone, regardless of their singular background has the opportunity to contribute to our collective success.
EEO Statement
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 retaliationagainst any individual who reports discrimination or harassment.

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