Vp, Head Of Digital Consumer Operations

Job Summary
Chubb’s North American Digital Consumer Division brings together the digital products and services of Chubb’s North American consumer businesses, including Blink℠ by Chubb. We are a diverse, dynamic, and nimble team that uses technology, smarts, and a customer-centric focus to build and digitally distribute a diverse portfolio of digital products and services at the right time and place. These are the products, innovations, and experiences of future Chubb, built today.
Your teammates have backgrounds in insurance, Insurtech, training, real estate, education, the military, oil & gas, government, consulting, manufacturing, financial service, emergency management, social work, & pharma. We love to parent, laugh, craft, coach youth sports, watch comedy shows, drink a lot of coffee and tea, farm, mentor, volunteer, travel off the beaten path, plan events. We are from multiple countries and cultures. What will you bring to our team?
Who you are:
You are multi-talented in insurance operations. You have worked in multiple roles spanning operations in several of the following areas: sales; policy admin; claims; customer experience; communications; and across a variety of Property &Casualty, Life &Health and Financial products. You are in your element building new things or fixing what is broken, and you are always spotting big opportunities to do better. You are highly competent, and your current manager will really miss your results-driven, above-and-beyond approach you bring to your current role.
In this role, you will work closely with the Division head, product owners, Tech Team, and other members of the Operations group in implementing and managing products, processes, customer interactions and experiences, with a particular focus on customer insight to dramatically improve the customer experience. In the early days, you will roll up your sleeves more than you might expect given we are in early days from an operational perspective. Over time, less hands-on, more leadership. Looking for you to take us there.
In this role you will:
Provide a customer-centric forward-looking mindset, challenge the status quo, and articulately communicate with our team and various stakeholders outside our division to achieve an aggressive operations transformation
Lead, execute, and collaborate with key business stakeholders
Act as the primary liaison between the Operations and Claims business units and the company Finance and Tech teams
Work cross-functionally with Partnership, Compliance, Product Factory, Billing, Finance and company Claims teams to develop, define, and document business needs and requirements and ensure that they are executed to deliver on the Digital Chubb brand promise.
Frequently collaborate with internal legal, compliance, tech, and business functions on compliance investigations and drive the resolution process
Lead multiple squads and product owners to expand and improve our offering including:
Leading the Product implementation squad, including implementing products in policy admin systems by managing rating, policy documents etc, billing, servicing and claims system and create a vision for easy and effortless customer experience execution
Ensure testing is integrated throughout the project lifecycle, testing-early-and-often, and constantly involving users
Deliver radical results in short time periods, driving operations innovation in new digital environment
Lead the contact center and set-up, measure and consistently meet or exceed SLAs and customer experience/satisfaction
Identify and implement process improvement opportunities with speed to market.
Build your knowledge and expertise to take on a forward-thinking leadership role as the organization grows
Qualifications
7+ years of progressive and varied operations/claims experience, perhaps within an Insurtech company. We also value significant digital operational and/or start-up experience in insurance companies
Track record of delivering innovative operations that have created significant business and customer impact
Success stories improving client experience through analytical insights and effective implementation
Forward looking with high levels of flexibility and ability/preference to work in uncertain, ambiguous, and constantly changing contexts
Proficiency in dealing with senior stakeholders including Business and Function Heads at Regional levels as well as Customer or Distribution partners.
Strong credibility, influence, and leadership skills. Proven ability to sell an idea and influence direction, outstanding negotiation, and communication skills
Proven sound judgment and integrity. Track record of operating in the best interest of all stakeholders, effectively managing risk-rewards with the highest ethical standards
Exceptional ability to engage with your team-mates and collaborate to achieve extraordinary results
Capable of thinking strategically and being able to execute tactically. Ability to multi-task effectively in a high-volume, high-speed environment.
Location:
Team is remote but we meet frequently in Jersey City, NYC, and Miami, plus other Chubb offices, as well as at conferences. Option for hybrid in a Chubb office near you, 3 days a week in-office minimum.
EEO Statement
At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion,and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin,ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law.Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliationagainst any individual who reports discrimination or harassment.