Operations Manager

Job Description

Job Description:

The Operations Manager will, in partnership with the leadership team, manage the daily operations of our Premier Operations teams. Work directly with Operations leadership team to continually enhance and develop staff customer service skills while creating efficiencies to improve service and productivity. Provide recommendations to Operations management on process improvements and staffing allocations. Provide leadership and guidance to further develop the knowledge, quality, productivity, and customer service skills of the staff. Manage and develop relationships with Premier Underwriting team and with agents. Manage in office and remote staff who handle phone queues and email inventory to ensure quality and timely servicing of our Premier clients.

Responsibilities include:

• Responsible for all aspects of the operation service experience for Premier business, collaborating with Operations Leadership team and Underwriters to improve support services.
• Oversee the development and implementation of branch strategies, goals, and objectives in support of Operations profitability and growth initiatives.
• Reporting to the department manager, you will work directly with all supervisors, leadership team, underwriters and marketing to establish and continually improve upon the delivery of support services.
• Work in conjunction with department manager and leaders to determine operational costs, assisting with the implementation and monitoring of staffing and expenses.
• Forecast and strategically plan for future business needs by developing/analyzing reports and making recommendations to implement best practices to ensure proper staffing allocations.
• Provide leadership, coaching, development, and feedback to your team including two Supervisors and support staff by encouraging them to reach their full potential and service as a role model for staff.
• Provide technical expertise regarding specific question, issues, or projects. Guide the development and implementation of solutions/improvements and effectively removes obstacles.
• Initiate proposals to management regarding the improvement in the quality and/or efficiency of the functions performed within the department.
• Provide vision, direction, and establish goals and development plans. Administer performance reviews for direct reports and provide ongoing feedback regarding performance.
• Actively participate in training and development programs as needed. Drive cross-training initiative by partnering with our trainers and mapping out a comprehensive training plan.
• Responsible for responding to and implementing workflows to ad hoc requests for information from all business partners (underwriting/marketing), special projects, and assisting other units.
• Be a Change Management Champion - Participate as a leader, resource, or member of high complexity and/or high visibility project teams, local and enterprise-wide.
• Drive and manage inventory and team workload, identify trends, best practices, and develop action plan.

Competency Skills:

• Proven leadership skills/ previous supervisory experience required.
• Ability to effectively manage and motivate a high performing team to produce positive business results.
• Strong customer service focus with attention to detail in servicing our high-net-worth Premier clients.
• Effective verbal and written communication skills.
• Ability to demonstrate leadership and effectively collaborate with internal and external business partners. Work closely with Premier Underwriting Leadership team to develop strategies to provide white glove service.
• Adaptable to change management - recognize opportunities to endorse enhancements that support the evolution of our contact center, Operations goals, and growth. Demonstrate the skills to be change agent leader.
• Demonstrated analytical skills to assess operation problems and develop solutions/improvements.
• Evaluate service standards, metrics, and processes to support our business objectives.
• Strategic thinker with the ability to employ analytical techniques to solve problems.
• Strong organizational skills and ability to perform and supervise various activities concurrently.
• Ability to independently plan, manage and complete all aspects of assigned projects delegating takes when necessary. Excellent time management skill.

Technical Skills:

• Knowledge of Masterpiece and/or PLS systems a plus.
• Demonstrated proficiency in Microsoft Suite: Word, Power point, Excel, and Access
• Bachelor's Degree or equivalent work experience in customer service and/or supervision required.

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.