The purpose of this role is to manage the Consumer Operations team and overall responsibility for the planning and prioritisation of:
* Consumer Operations process execution including operational core systems coordination (BAU),
* Project Management including new business implementation
* Stakeholder Management; within Chubb, with TPA's and Sponsors/Clients.
* Risk Reporting; internal and external covering processes impact and horizon scanning.
The role will report directly into the Director of Operations UKISA, and will have strong stakeholder alignment to the following individuals:
* UKISA Head of UK Consumer Lines, for the purposes of O perations enablement of new business implementation.
* EMEA head of Consumer Operations as part of the wider European Consumer Operations Teams.
Key Responsibilities:
Managing the UKI Consumer Operations Portfolio
* Sales support – set-up new campaign infrastructure as per Business requirement documents (BRD) as per the Customer Advisory Board (CAB.)
* Play a role in the design process from a customer experience and compliance perspective
* Post-Sale support – Monitoring performance against defined KPI's and taking accountability for any interim controls.
* Recommend & implement, operational improvement and manage change. Based on customer insights and QA
* Process and systems development – provide project and testing support to continuously improve our processes and systems.
* Customer Communication - ensure all relevant communication reach customers and partners as required, update when necessary to compliance and regulatory standard.
* Billing and payment - Support any bespoke client driven billing processes and ownership of subsequent record and premium reconciliation.
* Process documentation –
* Ensure up to date document management of all contracts, manuals and insurance documents are stored within Sharepoint
* Take ownership for the version control and maintenance of the library
* Quality assurance - perform quality checks on operational activities and TPA administration.
* Lead investigation into billing and service defects, customer complaints and non-compliance incidents taking appropriate actions to prevent reoccurrence
* IT Platforms:
* Act as Operations point of contact for IT related issues.
* Raise and oversee IT enhancement requests to get systems aligned with the business and operational goals
* Coordinating of UAT / system testing.
Project management
* New Business Implement:
* Review existing deals against the "digital-first" Target Operating Model and recommend improvements either for improved customer experience or TPA cost reductions.
* Own and coordinate all aspects of the partner implementation via and with identified Implementation & Tech Leads - including coordination of Sales, Underwriting, Operations, Legal & Compliance, Conduct & Outsourcing, Claims and IT to secure high quality and timely outcomes.
* Ensure adherence to TPRM framework and associated standards.
* Provide Operational support to the deal governance framework focused on improving implementation expectations and associated prioritisation plus partner expectations.
* maximise re-use and increase speed to market by adopting an agile approach to streamline internal processes and re-use pre-configured components (architecture dependent)
* Oversee and (project)manage or steer implementation management of the in-flight portfolio of new business projects / partner implementations spanning consumer business.
* Drive a "digital-first" approach to new business implementation.
* Implement, develop and maintain a Quality control program across all key process, working closely with the EMEA QA manager.
TPA management:
* With Conduct team, plan, organize and attend TPA Review meetings and audits on a defined frequency to ensure each supplier is engaged-with, service levels are discussed, and feedback is provided
* Run a robust performance management framework to benchmark the TPA performance providing regular feedback to drive behaviours with a view to improving both technical and Customer service standards
* Drive continuous improvement of customer experience with the TPA's
* Serve as escalation for any IT related issues within the TPA.
* Review the commercial benefits to ensure supplier goals align with organizational needs.
* Continually uphold and improve TPA operational resilience (BCP) through defined governance structures and processes.
* Drive effective management of 3rd parties such that vulnerable customers are considered in all decision-making and to ensure good outcomes in line with regulatory expectations.
* Support Internal Audit and Compliance, Audit & Risk team were relevant for Consumer Lines
Risk Reporting
* Conduct regular review and inspection of process vulnerabilities with onwards escalation to Line / Matrix Management.
* Robust oversight of 3rd parties and payment providers inc. information security standards working with Treasury function
* Organize, conduct and follow up local governance meeting (formal and informal months).
* Support Internal Audit and CAR team, where relevant to Consumer Operations.
* Log GDPR requests or data breaches within deadline in Laser and support data protection office if needed.
* Support internal stakeholders on legal, compliance, control and governance topics.
* Contribute operations information and recommendations to strategic plans and reviews.
Qualifications:
* A strong bias towards change management leadership.
* Demonstrable experience of relationship, negotiation and influencing skills
* Ability to manage and motivate team
* Understands and can operate effectively within a matrix organisational reporting structure
* A solid understanding of how technology underpins operational solutions.
* Organisational skills and eye-for-detail
* Excellent communication skills – both written and verbal
* Ability to work under pressure and set high standards
* Process / Change Management qualification advantageous – Lean Six Sigma, SaFE, ADKAR
* Be able to demonstrate analytical capability / competency.