AVP/VP Contact Center & Immediate Solutions Discipline Leader

AVP/VP Contact Center & Immediate Solutions Discipline Leader

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.

Reporting to the VP, NA Claims Operations Leader, this position will ensure the efficient handling of claim related inbound call and electronic new claim (first notice of loss) volume and will assist the Claim Leadership Team in ensuring the highest levels of services are delivered. Included in this are formal leadership responsibilities and expectations for the success of both the unit and virtual Immediate Solutions Operation, quality of work, and differentiated service provided to agents, brokers and clients. Apply new and advanced technology to Immediate Solutions operations to maximize efficiencies and market leading capabilities.

Major Duties/Responsibilities:

• Responsible for strategic and tactical leadership of the Chubb Claims Contact Center
• Deliver a level of customer service and responsiveness that differentiates Chubb from its competitors
• Ensure Contact Center consistently meets or exceeds required Service Levels
• Direct staff in the achievement of customer service targets as well as identifying and planning for areas of improvement or development
• Influence through collaboration and partnership with peers and counterparts within the branches
• Act as a liaison with other departments and external vendors to gather information and resolve issues
• Maintain and utilize up-to-date knowledge of industry developments
• Monitor random calls to enhance quality, minimize errors and track performance
• Manage the processes and workflows of the Immediate Solutions Operation, to include processing efficiency, technical direction, staff development, quality assurance and catastrophe management
• Work with the Claim Operations Manager, peers, counterparts and other resources to develop and maintain an effective disaster recovery and business continuation plan
• Motivate and coordinate Immediate Solutions staff to ensure appropriate resource allocation
• Identify potential new services, perform cost benefit analysis, and recommend implementation plans
• Handle and resolve the most complex escalated customer issues and concerns
• Identify opportunities to apply and leverage technology to maximize workflow efficiencies

Knowledge and Skills:

• Strong track record in successful call center migration and call center management
• Insurance processing and Claims handling background preferred
• Ability to lead through transformational change and successfully implement digital initiatives
• Knowledge and direct experience with Work Force Management solutions
• Strong leadership skills to include the ability to lead diverse, cross functional and inter-disciplinary teams
• Utilizes intellectual rigor and experience to create long term strategies to drive sustainable competitive service advantages
• Attracts, develops and leads diverse teams that maximize performance and creates opportunities for the movement of talent
• Excellent project management, analytical, communication and collaboration skills
• Strong technical skills in the areas such as ACD, call routing, prompting and resource allocation
• Proven, established track record of coaching and developing employees to higher performance levels
• Demonstrated experience in the application of call center technologies to drive process improvements and 'next level' call center capabilities
• Familiarity with Call Center metrics like Average Speed to Answer (ASA), Abandonment Rate, Average Handle Time (AHT), Occupancy Rates, etc.
• Proven track record of managing budget and staff across multi-office call centers