EMEA Consumer Lines Operations Manager

2 months ago

Glasgow, United Kingdom CHUBB Full time

Do you have leadership experience within policy administration and billing management? 

We have an excellent opportunity available for an experienced EMEA Consumer Lines Operations Manager. This position can be based in our Glasgow, London or Madrid office. If you are interested in working for one of the worlds largest property and casualty insurance companies then we would love to hear from you

Reporting to the EMEA Consumer Lines Chief Operations Officer, the job holder is responsible for delivering operational excellence, with a particular focus on policy administration, premium collection, and customer service, with the associated systems and controls that underpin service delivery within these essential functions. 

Leading the Consumer policy administration, premium collection, and customer service functions, the focus is on upholding high-quality standards and controls. The role involves ensuring the consistent achievement of key performance indicators and service levels through strategic and outcome-driven management 

The EMEA Consumer Lines Operations Manager leads teams located in multiple countries and works within a senior management matrix and stakeholder structure, with responsibility for the systems, personnel and procedures that maintain and improve the control environment, comply with regulatory requirements, enhance operational performance, drive efficiency, and deliver excellent customer outcomes. 

Key responsibilities: 

Lead and develop the teams (both centralised regionally, and in each of the local EMEA core countries), in the following areas:

New business implementations insofar as policy administration, premium collection, and customer service are concerned. Consumer Lines billing, which incorporates central operations, local operations, IT, and Finance, to ensure accuracy, timeliness, compliance, operational efficiency, and adherence to industry standards. Operational billing performance through data analysis and regular audits to identify areas of improvement. Cross-functional teams to establish quality standards and guidelines for different operational billing processes, streamlining billing workflows and drive efficiency gains. Inspections and assessments to ensure compliance with internal policies, regulatory requirements, and customer expectations. Comprehensive billing quality management systems, ensuring effective documentation and reporting of quality-related metrics and trends. Investigations into billing service defects, customer complaints, and non-compliance incidents, taking appropriate actions to prevent reoccurrence. Operational and commercial performance of Chubb’s outsourced partners, identify and implement enhancements to improve results through process improvement, data analysis, best practices. Serve as the senior point of contact with the Consumer Lines Executive Management team for all aspects of policy administration, premium collection, and customer service performance. Make a significant contribution within Chubb’s Consumer Lines senior management team for strategic decisions relating to future operational/policy administration systems. Proven leadership experience in policy administration and billing management within a fast-paced, tech-driven environment. Subject matter expert knowledge of policy administration, billing processes, practices, customer service and related regulations. Experience with state-of-the-art billing systems. Strong understanding of quality control principles, methodologies, and tools. Familiarity with quality management systems, such as ISO standards or Six Sigma. Excellent analytical skills, with the ability to collect, interpret, and present data to drive informed decision-making. Detail-oriented with excellent organizational and project management abilities. Proven leadership experience in customer service. Proven leadership and interpersonal experience, with the ability to collaborate effectively with cross-functional teams, Executive Management, senior internal and external stakeholders. Multi-national environment experience. Fluency in English, and at least one additional language would be advantageous. Proven commercial leadership . budgets, cost benefit analysis and expense control.

We offer in return

Competitive salary & pension scheme, discretionary bonus scheme, 25 days annual leave plus ability to purchase 5 additional days, hybrid working options, 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. 

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