VP, Deputy Claims Service Center Leader

Position Description:

This role reports directly to the SVP, Head of US Claims Service Centers and Operations.

The role location is open and can reside in any of the Claim Service Centers (CSCs) located in Phoenix, AZ; O’Fallon, MO; or Chesapeake, VA.

The position duties are execution and service focused. Below are the positions primary objectives:

1. Support the Head of US Claims Service Centers and Operations with needs, staffing, escalations, digitization, modernization of processes and technology.
2. Serve as bridge between the Optimization Automation/Technology and Claims/Operations Teams driving change management and technical enhancements needed to maximize efficiencies and enhance customer experience.
3. Conduct detailed assessments on identified issues, develop plans and drive execution needed to improve results.
4. Synergize organization wide practices/processes for strategic planning, performance management/goals, execution, and employee engagement.
5. Align and produce organization wide operational reporting and presentations providing insight and transparency in results and execution of key strategies.
6. Drive operations and organization wide communication and change management efforts supporting strategy, integration, consistency, transparency, and customer‐focus.

Job Responsibilities:

Responsibilities include supporting the Head of US Claims Service Centers and Operations in the following:

• Delivering a seamless target operating model that drives world class service to customers and makes Chubb the employer of choice.
• Working with internal and external business partners to identify issues and conduct opportunity assessments to enhance customer experience, deliver process improvements and resolve issues.
• Serving as the technical liaison for CSCs and Optimization Teams by driving needed change management and technology enhancements to maximize efficiencies.
• Partnering with Optimization Teams on CSC and Operations initiatives to ensure effective planning, design, development, training, implementation and change management.
• Managing CSC and Operations wide communications to ensure alignment, coordination, and strategic messaging.
• Synergizing organization wide practices and processes for strategic planning, performance management/goals, execution, and employee engagement.
• Aligning and producing organization wide operational reporting and presentations providing insight and transparency in our results and execution of key strategies.
• Coordinating all meeting plans and logistics to include 4x year CSC Discipline Manager meetings with focus on strategy, alignment, and development of our leaders, CSC town halls and other communication meetings as appropriate.
• Ensuring connectivity and planning between CSCs and Operations.
• Partner with HR and Recruiting to ensure staffing to budget and onboarding effectively managed.
• Driving teamwork and serving as a liaison with internal business partners such as Claims Training, ILD, HR, Quality Assurance, Field Claim Disciplines, etc.
• Support a culture of inclusion, diversity and engagement that includes a robust employee rewards and recognition program.
• Execute on goals and objectives for the CSCs and Operations.

This role is designed for an experienced leader with strong digital/automation/technical and people management skills. This role ensures a deep, thorough understanding of the CSC/Operations organization, allowing for cross functional experiences to build the skillsets and leadership to meet our needs, now and in the future.