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Operations Manager - Consumer Lines, UKI

Operations Manager - Consumer Lines, UKI

ChubbCity Of London, England, United Kingdom
1 day ago
Job type
  • Full-time
Job description

Overview

Operations Manager - Consumer Lines, UKI at Chubb. The purpose of this role is to manage the Consumer Operations team and the planning and prioritisation of Consumer Operations activities.

Responsibilities

  • Consumer Operations process execution including coordination of operational core systems (BAU)
  • Project Management including new business implementation
  • Stakeholder Management within Chubb, with TPAs and Sponsors / Clients
  • Risk Reporting; internal and external, covering process impact and horizon scanning
  • Lead UKI Consumer Operations Portfolio activities such as sales support, post-sale performance monitoring, process and systems development, and customer communications to compliance standards
  • Billing and payment processes, including bespoke client-driven billing and premium reconciliation
  • Process documentation : maintain up-to-date documents, manuals, and insurance contracts in SharePoint; manage version control
  • Quality assurance : perform quality checks on operational activities and TPA administration
  • Investigate and address billing and service defects, customer complaints, and non-compliance incidents
  • IT Platforms : act as Operations point of contact for IT issues; oversee IT enhancements and coordinate UAT / system testing

Project Management and New Business

  • Review deals against the digital-first Target Operating Model and identify improvements for customer experience or TPA cost reductions
  • Own and coordinate all aspects of partner implementation with identified leads (Sales, Underwriting, Operations, Legal & Compliance, Conduct & Outsourcing, Claims and IT)
  • Ensure adherence to the TPRM framework and standards
  • Provide Operational support to deal governance to improve implementation expectations and prioritisation
  • Maximise reuse and speed to market by adopting an agile approach to streamline processes
  • Manage in-flight portfolio of new business projects / partner implementations; drive a digital-first approach
  • Implement, develop, and maintain a Quality Control program across key processes with the EMEA QA manager

    • TPA Management

  • Plan, organize and attend TPA review meetings and audits; engage suppliers and discuss service levels
  • Benchmark TPA performance and provide regular feedback to improve technical and customer service standards
  • Drive continuous improvement of customer experience with TPAs
  • Escalate IT issues within TPAs; review commercial benefits to align with organizational needs
  • Maintain TPA operational resilience (BCP) through governance structures and processes
  • Manage third parties to consider vulnerable customers in decisions and ensure good regulatory outcomes
  • Support Internal Audit and Compliance as relevant for Consumer Lines

    • Risk Reporting

  • Regularly review process vulnerabilities and escalate to Line / Matrix Management
  • Oversee third parties and payment providers with information security standards in collaboration with Treasury
  • Organize and follow up local governance meetings
  • Support Internal Audit and CAR where relevant to Consumer Operations
  • Log GDPR requests or data breaches and support data protection efforts as needed
  • Support stakeholders on legal, compliance, control and governance topics
  • Contribute operations information and recommendations to strategic plans

    • Qualifications

  • Strong change management leadership
  • Relationship, negotiation and influencing skills
  • Ability to manage and motivate a team
  • Experience operating within a matrix organizational structure
  • Solid understanding of how technology supports operational solutions
  • Strong organizational skills and attention to detail
  • Excellent written and verbal communication
  • Ability to work under pressure and uphold high standards
  • Process / Change Management qualifications are advantageous (Lean Six Sigma, SAFe, ADKAR)
  • Analytical capability / competency

    • Additional Details

  • Seniority level : Mid-Senior level
  • Employment type : Full-time
  • Job function : Management and Manufacturing
  • Industries : Insurance

    • London, England, United Kingdom

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