Job Description

The purpose of this role is to manage the Consumer Operations team and overall responsibility for the planning and prioritisation of:


Consumer Operations process execution including operational core systems coordination (BAU), Project Management including new business implementation Stakeholder Management; within Chubb, with TPA's and Sponsors/Clients. Risk Reporting; internal and external covering processes impact and horizon scanning.
The role will report directly into the Director of Operations UKISA, and will have strong stakeholder alignment to the following individuals:


UKISA Head of UK Consumer Lines, for the purposes of O perations enablement of new business implementation. EMEA head of Consumer Operations as part of the wider European Consumer Operations Teams.

Key Responsibilities:

Managing the UKI Consumer Operations Portfolio


Sales support - set-up new campaign infrastructure as per Business requirement documents (BRD) as per the Customer Advisory Board (CAB.) + Play a role in the design process from a customer experience and compliance perspective
Post-Sale support - Monitoring performance against defined KPI's and taking accountability for any interim controls. + Recommend & implement, operational improvement and manage change. Based on customer insights and QA
+ Process and systems development - provide project and testing support to continuously improve our processes and systems.
+ Customer Communication - ensure all relevant communication reach customers and partners as required, update when necessary to compliance and regulatory standard.
Billing and payment - Support any bespoke client driven billing processes and ownership of subsequent record and premium reconciliation. Process documentation - + Ensure up to date document management of all contracts, manuals and insurance documents are stored within Sharepoint
+ Take ownership for the version control and maintenance of the library
Quality assurance - perform quality checks on operational activities and TPA administration. Lead investigation into billing and service defects, customer complaints and non-compliance incidents taking appropriate actions to prevent reoccurrence IT Platforms: + Act as Operations point of contact for IT related issues.
+ Raise and oversee IT enhancement requests to get systems aligned with the business and operational goals
+ Coordinating of UAT / system testing.

Project management


New Business Implement: + Review existing deals against the "digital-first" Target Operating Model and recommend improvements either for improved customer experience or TPA cost reductions.
+ Own and coordinate all aspects of the partner implementation via and with identified Implementation & Tech Leads - including coordination of Sales, Underwriting, Operations, Legal & Compliance, Conduct & Outsourcing, Claims and IT to secure high quality and timely outcomes.
+ Ensure adherence to TPRM framework and associated standards.
+ Provide Operational support to the deal governance framework focused on improving implementation expectations and associated prioritisation plus partner expectations.
+ maximise re-use and increase speed to market by adopting an agile approach to streamline internal processes and re-use pre-configured components (architecture dependent)
Oversee and (project)manage or steer implementation management of the in-flight portfolio of new business projects / partner implementations spanning consumer business. Drive a "digital-first" approach to new business implementation. Implement, develop and maintain a Quality control program across all key process, working closely with the EMEA QA manager.
TPA management:


With Conduct team, plan, organize and attend TPA Review meetings and audits on a defined frequency to ensure each supplier is engaged-with, service levels are discussed, and feedback is provided Run a robust performance management framework to benchmark the TPA performance providing regular feedback to drive behaviours with a view to improving both technical and Customer service standards Drive continuous improvement of customer experience with the TPA's Serve as escalation for any IT related issues within the TPA. Review the commercial benefits to ensure supplier goals align with organizational needs. Continually uphold and improve TPA operational resilience (BCP) through defined governance structures and processes. Drive effective management of 3rd parties such that vulnerable customers are considered in all decision-making and to ensure good outcomes in line with regulatory expectations. Support Internal Audit and Compliance, Audit & Risk team were relevant for Consumer Lines
Risk Reporting


Conduct regular review and inspection of process vulnerabilities with onwards escalation to Line / Matrix Management. Robust oversight of 3rd parties and payment providers inc. information security standards working with Treasury function Organize, conduct and follow up local governance meeting (formal and informal months). Support Internal Audit and CAR team, where relevant to Consumer Operations. Log GDPR requests or data breaches within deadline in Laser and support data protection office if needed. Support internal stakeholders on legal, compliance, control and governance topics. Contribute operations information and recommendations to strategic plans and reviews.

Qualifications:


A strong bias towards change management leadership. Demonstrable experience of relationship, negotiation and influencing skills Ability to manage and motivate team Understands and can operate effectively within a matrix organisational reporting structure A solid understanding of how technology underpins operational solutions. Organisational skills and eye-for-detail Excellent communication skills - both written and verbal Ability to work under pressure and set high standards Process / Change Management qualification advantageous - Lean Six Sigma, SaFE, ADKAR * Be able to demonstrate analytical capability / competency.