AVP, Operations
Apply NowCompany: Chubb
Location: Whitehouse Station, NJ 08889
Description:
Job Description
This role leads teams in multiple locations across the country and reports to the SVP, Head of Agency Services, PRS Operations. The teams are primarily responsible for handling our independent agents' quotes, new lines, and endorsements, as well as general service inquiries for Recreational Marine and NC Risks.
The Leader of these groups provides strategic and transformative direction that will enable the team to deliver a superior customer experience. The role is accountable for driving business improvements, developing and executing goals that enhance technology and operating models, and ensuring effective daily management of inventory and services levels. The Leader will play a crucial role in driving results and continuous improvement while maintaining a focus on delivering an exceptional customer experience.
Key Responsibilities Include:
Qualifications
Competencies:
Education & Experience
About Us
Chubb is a world leader in insurance. 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.
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.
This role leads teams in multiple locations across the country and reports to the SVP, Head of Agency Services, PRS Operations. The teams are primarily responsible for handling our independent agents' quotes, new lines, and endorsements, as well as general service inquiries for Recreational Marine and NC Risks.
The Leader of these groups provides strategic and transformative direction that will enable the team to deliver a superior customer experience. The role is accountable for driving business improvements, developing and executing goals that enhance technology and operating models, and ensuring effective daily management of inventory and services levels. The Leader will play a crucial role in driving results and continuous improvement while maintaining a focus on delivering an exceptional customer experience.
Key Responsibilities Include:
- Serve as a business partner to agents and internal teams to resolve issues effectively.
- Utilize data, metrics, and market trends to inform strategies, workload estimates, and staffing for initiatives.
- Lead strategic projects by defining requirements, engaging staff, and leveraging digital trends.
- Foster a culture of accountability, collaboration, and quality service within the team.
- Collaborate with management to recruit, onboard, train, and develop staff to achieve high-performance levels.
- Develop and implement efficient training programs that enhance service quality while reducing training time.
- Manage budgets and resources, including operational expenses and vendor relationships.
- Drive efficiencies in inventory and productivity to exceed service goals.
- Adopt creative approaches to managing workloads and achieving quality objectives.
- Oversee quality improvement initiatives through trend monitoring and coaching programs.
- Manage vendor relationships and technology to enhance business processes and offerings.
- Measure, track, analyze, and report on quality and service metrics to leadership and partners.
- Ensure proactive oversight of operations, addressing potential issues with data-driven solutions
Qualifications
Competencies:
- Transformation Agent: Proven track record of success in transformative initiatives, preferably as a critical stakeholder of development, management, and execution
- Change Management: Ability to lead through change through comprehension of the business vision and strategy, along with development and execution of tactical objectives
- Dashboard and Process Management Skills: Ability to conduct operational assessments and operating model optimization reviews; experience managing budget targets, operational expertise in creating efficiencies in workflow and process, and measuring and tracking performance to goal.
- Talent Management: Successful maintenance of a professional and inclusive work environment that encourages performance excellence, collaboration, productivity and staff retention.
- Relationship Management: Ability to influence key operational/technology decisions through personal integrity, expertise, and business acumen
- Communication Skills: Ability to articulate and communicate customer service strategies and workflows to a wide variety of constituents internally and externally.
Education & Experience
- Bachelor's degree required
- 10+ years of industry and business optimization experience specific to personal insurance solutions
- Proven track record of delivering on commitments and driving towards positive outcomes
About Us
Chubb is a world leader in insurance. 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.
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.