Combined Insurance Production Support Lead- Small Commercial Ins. in United States

The Production Support Lead will be responsible for the timely resolution of production incidents impacting Chubb Small Commercial Insurance (SCI) agents. They will be required to collaborate cross functionally to coordinate troubleshooting, the development and execution of workarounds, and communicating the status of resolutions to agents and SCI stakeholders/senior leadership.


  • Evaluation of issues escalated from the Small Commercial Help Desk, or directly from underwriters or sales leads, based on business impact
  • Work directly with agents, underwriters, and sales leads to resolve known issues or troubleshoot new ones
  • Prioritize and assign escalated issues to the appropriate functional team leads (i.e., technology, operations, underwriting, product, etc.)
  • Manage to production support KPIs such as issue aging, premium impact, etc.
  • Participate in daily production support meetings to manage inventory of escalated items and drive to closure
  • Resolve revenue impacting issues within 24 hours, including via workaround if necessary
  • Assist in prioritizing defect and enhancement efforts by providing feedback / recommendations based on observed issues and trends
  • Document and communicate workarounds for recurring issues (i.e., while long-term fix is in development)


  • Strong problem solving and pattern recognition skills
  • Strong organization skills
  • Leadership skills including the ability to influence cross functional teams
  • Strong sense of urgency and ability to identify, understand, and communicate business needs across different functions (i.e., IT, product, operations, etc.) to drive problem resolutions
  • Strong use of situational judgement to determine best course of action for a given issue
  • Strong communications skills to successfully partner with various stakeholders including: agents, business analysts, sales leads, underwriters, IT infrastructure, IT development, operations, and SCI management
  • Ability to use a variety of methods and tools to effectively and efficiently communicate with agents, underwriters, and sales leads including: Webex, phone, text, email

Job: *Sales & Marketing

Title: Production Support Lead- Small Commercial Ins.

Location: null

Requisition ID: 318299